Self-learn

Enable DGbot to learn from every human handoff and continuously improve its own knowledge base.

~5 minutes Free

How Self-learn works

Every time a human agent handles a conversation that the bot couldn't resolve, Self-learn analyses the exchange. It identifies:

  • Questions the bot failed to answer correctly
  • Information the agent provided that wasn't in the knowledge base
  • Better phrasings for answers the bot gave inaccurately

It then proposes additions or corrections to your knowledge base as draft FAQ entries. You review and approve or reject each suggestion in the Self-learn section of the admin panel.

No approved suggestion goes live without your explicit confirmation. Self-learn never modifies your knowledge base automatically.

Enable Self-learn

1
Open Settings → Integrations

Go to Settings → Integrations and find the Self-learn card.

Open Integrations in admin
tools/self-learn-toggle Screenshot needed — save as: _assets/images/tools/self-learn-toggle.png

The Self-learn integration card. Toggle to enable.

2
Enable the toggle

Turn on the Self-learn toggle. DGbot begins analysing handoffs immediately. The first suggestions appear after your next human handoff conversation.

Review suggestions

1
Open Self-learn

Go to Self-learn in the sidebar. Each suggestion card shows the original conversation, the agent's response, and the proposed FAQ addition.

Open Self-learn in admin
tools/self-learn-queue Screenshot needed — save as: _assets/images/tools/self-learn-queue.png

The Self-learn suggestion queue. Each card shows the original conversation and the proposed knowledge addition.

2
Review each suggestion

Read the proposed Q&A pair. Check that:

  • The question is phrased as a visitor would actually ask it
  • The answer is accurate and complete
  • There are no confidential details in the answer
3
Approve or reject

Click Approve to add the suggestion to your knowledge base immediately, or Reject to discard it. Approved entries become a new FAQ source entry.

Edit before approving
Click Edit to refine the wording before approving. Often the AI draft is 80% right — a small edit makes it perfect.
tools/self-learn-approve Screenshot needed — save as: _assets/images/tools/self-learn-approve.png

Click Approve to add the suggestion, Edit to refine it first, or Reject to discard.

Tips

Review weekly, not daily. Self-learn accumulates suggestions over time. A weekly 10-minute review session is more efficient than checking daily for a few suggestions.

Reject low-quality suggestions. If a suggested answer is vague, confidential, or off-topic, reject it. Rejected suggestions are removed and don't affect your knowledge base.

Use it to find content gaps. The volume and topics of self-learn suggestions tell you exactly what your visitors ask that your knowledge base doesn't cover. Use this as a content roadmap.

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