How to review AI Employee conversations

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Monitor AI interactions directly in the Conversations tab. Filter by 'Bot' or look for the AI icon to audit responses and identify training gaps.

    Who this article is for

    This article is for managers and administrators responsible for quality assurance and AI training.

    Overview

    Deploying the AI Employee is not a 'set it and forget it' process. Regular review of its conversations is essential for ensuring quality, catching edge cases, and continuously improving its knowledge base.

    Before you begin

    • Access the Conversations tab
    • Schedule a weekly 15-minute review session

    Step 1: Step 1: Access the Conversations Inbox

    Navigate to the main 'Conversations' tab in your GEVADE CRM dashboard.

    Step 2: Step 2: Filter for AI Conversations

    Use the filter options to view only conversations handled by the AI Employee. These are often marked with a specific bot icon or tag, depending on your setup.

    Step 3: Step 3: Audit for Accuracy and Tone

    Read through a sample of recent chats. Did the AI answer questions correctly? Did it maintain the desired tone? Did it escalate when necessary?

    Step 4: Step 4: Identify Knowledge Gaps

    Look for questions the AI couldn't answer or answered poorly. These represent gaps in its training.

    Step 5: Step 5: Update the Knowledge Base

    Take the identified gaps and add new FAQs, update text snippets, or refine business rules in the AI Employee settings to prevent the issue from recurring.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. When reviewing, pay special attention to conversations that ended in a human handoff. Analyzing why the handoff occurred can help you train the AI to handle similar situations in the future.

    Important clarification

    Ignoring the AI for weeks at a time is a recipe for poor customer experiences. Schedule regular, brief audits, especially in the first few weeks after launch.

    Resolution guidance

    How do I take over a conversation from the AI?

    When viewing a live chat in the Conversations tab, simply type and send a message. This will automatically pause the AI for that specific contact.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.