Review what your agent learned

Every night Popcorn reads the WhatsApp chats your team answered and compares what your team told customers with what your agent’s Knowledge says. When something is missing, out of date, or contradicted by another article, it drafts the fix and asks you about it on Knowledge. Nothing changes until you answer, and the agent uses what you add in its next chats. Popcorn calls this the Knowledge check. It costs no credits.

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Before you start

• The check runs for each agent that answers a WhatsApp number. An agent that only answers Website chat is not checked.
• It learns from WhatsApp chats of the last 30 days in which someone on your team replied. With no such chats the check skips the agent, unless the agent still has its old instructions article: then it runs anyway, to move those facts to their homes, and can also ask about articles that contradict each other or are out of date.
• Anyone who can open Knowledge can read the questions. Owners, Admins and Managers can answer them; Agents and Viewers can step through with Next and see Only people who can edit Knowledge can answer. Adding a fact publishes it, so a custom role needs Full access on Knowledge base, plus Edit on Products for a product note and Edit on Agents for a handover rule. See Team and roles.
• There is no switch for the check in your workspace. Popcorn can turn it off for a store; ask support if you need that. While it is off, none of what this page describes appears.

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Where you see it

On Knowledge, a panel above your articles says where your agent stands: Review starts the questions. Recently added, when there is anything in it, opens what was added in the last week, what you left for later and what the check looked at and left alone. Your articles follow under Articles (“Everything your agent can answer from”), and their Status column shows what the check found in each one; see Knowledge overview. On the agent page, the Knowledge tab opens with What it knows: the same count for that agent (N questions or Up to date), when it was last Checked against your chats, and Review or Open Knowledge.

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Answer the questions

Facts learned from chats come first, the most asked first, then contradictions between articles that no customer has asked about. Facts from old instructions follow, then the removal of an old instructions article once nothing in it is waiting.

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The questions

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Your answers

• The yes button (Yes, add it, Keep it, Yes, hand them over or Remove) applies the fix straight away (see Where a fact goes). A message confirms it (Added to Knowledge, Added to the product note, Hand-over rule added or Old instructions removed), and Added with Undo shows over the next question so you can take it back at once. After an Undo the same question comes up next.
• Edit swaps the fact for a Wording box so you can change it first; Use the suggestion goes back to Popcorn’s wording. It is offered when the fix adds one piece of text. The wording can’t be empty, and in a fact about a product it can’t state a price: the agent reads prices from your catalog.
• No (None is right on a choice) asks What’s not right?: It isn’t right, It changes too often to write down, My team answers this, not the agent, It belongs somewhere else or Something else. Pick one, add a note under What’s right instead (optional) if you like, and click Don’t add. The same problem is not raised again for this agent for 90 days.
• Ask me later, next to Don’t add, sets the fix aside for 14 days. After that it comes back if the check still finds it.
• Skip moves on and leaves the question waiting for next time.
• Keep all N from the old instructions, under a Keep this? question, keeps every remaining fact from the old instructions in one go, skipped ones included, each with the answer you picked and any wording you edited. It shows Adding N of M…, then lists any that couldn’t be added and why (N couldn’t be added). One Undo takes back all it kept.

Popcorn takes your answers into account when it drafts the next fixes for that agent: what you turned down and why, and how you reworded facts.

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How we know

Under each question, How we know sums up where the fix comes from in one line (From N chats, From your old instructions or Your articles disagree). Where it can, Popcorn tries a fix on some of the past chats it came from before it reaches you; when answers got better, the line adds Right in X of Y replays, up from Z. A fix that made answers worse in that test is held back. Click How we know to open:

• Chat 1, Chat 2, Chat 3: the chats the fact came from, opened in place on the messages where the customer asked and your team answered, with Open in Inbox to read the whole chat.
• A customer asked, Your agent says today and With this: one question from those chats, what the agent answers now, and what it answered with the suggested fix in Popcorn’s test.
• What your articles say now, with a link to each article, or Your old instructions said.

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Where a fact goes

Each fact goes to one home: facts about your store (delivery, payment, returns, fees) to an article, facts about one product to that product’s note, and the chats your team should take to a handover topic. Fixes never write a product’s price or stock level; the agent reads those from your catalog. An article a fix changes is published under the name of the person who answered and shows up in its History like any other version. For a week, its status in the article list reads New this week or Updated this week.

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Recently added and Undo

Recently added lists three kinds of line:

• Fixes added in the last 7 days, each with Added time and, once the agent has used an article fix in chats, Answered N chats since, your team stepped into M. Undo takes the fix back: an edited article is published again with its earlier text, a new article is deleted, a product note gets its old text, a handover topic is removed, and a removed old instructions article comes back. The question returns to your list. Once someone has edited what the fix changed, Undo is refused and you change it in place instead.
• Fixes you left for later, each with the date it comes back (Back date) and Review to answer it now.
• Topics customers asked about that Knowledge already answers right, with why the check left them alone.

Click an added or postponed fix to see how the check knew.

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The old instructions article

When Popcorn moved existing agents onto Popcorn’s rules, agents that were answering customers with their own instructions had them saved word for word as a published article named Previous instructions of agent name. It sits in the folder that holds most of that agent’s articles and shows as published by your workspace Owner. An agent on Popcorn’s rules doesn’t read instructions, so the article keeps everything they said where the agent searches. For agent types, see Popcorn’s rules and Voice. The article mixes facts with rules about how to behave, so its status on Knowledge reads Old instructions. The review sorts it out:

1. Each fact found only in it comes up as Keep this?. Keep it and it moves to its home: an article, a product’s note or a handover topic. Say no and it goes with the article.
2. Once nothing in it is waiting, Remove the old instructions? explains that everything in the article has a home now and lists each rule with where it went: Moved, Popcorn’s rules, Voice, or Goes with the article for anything that was not moved. Rules about how to behave are already covered by Popcorn’s rules or the agent’s Voice; check the Goes with the article lines and add anything you still need yourself.
3. Remove deletes the article. Undo in Recently added brings it back.

You can edit or delete the article yourself like any other, but deleting it before its facts have moved takes those facts away from the agent. If another agent also answers from its folder, the article stays: its facts still move out for this agent, but the review doesn’t offer to remove it.

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