Teach omotto and review what it learns
Teaching turns something your team knows into a proposed change to omotto’s knowledge or instructions. A learning suggestion is not a saved lesson. You review it and explicitly approve it before that suggestion changes anything.
How it works
Section titled “How it works”Resolved cards keep the offered change and its outcome. Open ⓘ for source details; in Team Learnings, these details remain available while destination links stay hidden. Narrated changes use the same changed-text blocks.
This guide covers everyday teaching and learning suggestions in the Coach. The suggested workflow shows how reviewed learning fits alongside case directives, takeover and handback, and Expert consultations. Imported knowledge and past-chat review have a separate review process, including their own consent and undo rules.
Guidance for one conversation or a lasting lesson?
Section titled “Guidance for one conversation or a lasting lesson?”An answer or instruction for one customer is not automatically a rule for everyone. For example, “Let this customer collect tomorrow” is different from “Collection is available every weekday.”
- For this conversation: send the bot an answer or directive for the current case through the internal channel or connected team channel. See Support Team for when the bot asks for your input. Handling that case does not itself publish a business-wide rule.
- For future conversations: write the reusable lesson to the Coach. Say who or what it applies to, any exceptions, and whether it ends on a particular date.
For example: “Teach this for future questions: the blue travel bag is hand-wash only. This applies only to that product.” You can also name the existing document or skill where you want the lesson to go. A skill is a set of instructions about when and how the bot should handle a situation.
Writing a teaching message starts checks. It does not guarantee a suggestion: the information may already be covered, lack enough support, or be unsuitable for the requested destination. Wait for the actual result rather than assuming it was saved.
Pasted prices, FAQs and policies during setup
Section titled “Pasted prices, FAQs and policies during setup”Paste reference material into the Coach when you want a knowledge document the bot can look up. A price list, answers to common questions or a policy belongs in a knowledge page; instructions about how the bot should behave belong in a learning suggestion. If your message includes both, check both proposed changes. Nothing is saved merely because you sent the message.
Where learning suggestions come from
Section titled “Where learning suggestions come from”Depending on what is available for your business, suggestions may come from:
- A direct teaching message in the Coach.
- Staff answers and other useful information in the internal channel.
- Staff replies during a takeover, after the takeover ends.
- A completed customer ticket containing eligible staff input.
- Eligible answers from an Expert, when learning from that Expert is allowed.
Not every answer becomes a suggestion. A conversation handled entirely by the bot is not, by itself, staff teaching. Suggestions can also be skipped when the lesson is already known. A staff answer used to help a customer and a lesson saved for future use are separate things.
Review in chat or on a card
Section titled “Review in chat or on a card”Review in chat is on by default for new memory suggestions, amendments to existing skills, and additions to existing documents. An update to an existing memory keeps its card so you can review the change. The Coach explains the proposal in the conversation. Read the proposed change, then explicitly approve it in your reply or choose Save it. Choose Not this one to reject it.
Other suggestion types keep review cards. A card may also appear when chat review is unavailable. On a card, choose Save to approve or Dismiss to reject. Not seeing a Save card does not mean there is no suggestion to review. Neither presentation saves a lesson without your approval.
Cards show the changing text or the new thing. Audience, end dates and warnings that affect your decision remain visible. Open ⓘ (Technical details) for where a suggestion came from, other context and the Updated revision mark. Handbook opens its destination when you have access. Toggles use Turn on or Turn off; deletions use Delete or Forget. A Google Drive file uses Choose in Google Drive and requires the file named on that card.
A lesson with an end date
Section titled “A lesson with an end date”A lesson such as “only today, greet customers with Happy Holiday” can become a custom-skill suggestion with an end date, rather than a rule that repeats every day. The date uses your business’s time zone. Check that it matches what you meant before approving. In knowledge import review, you can also check and edit Until before applying a new skill.
A custom-skill suggestion may show Until with a date, or No end date. For an update, check the end-date change as well as the instructions. Use Edit to change the date and optional time, or ask the Coach to change or remove the end date on the waiting suggestion. The change still needs your approval. A date shown on just one part of the text applies only to that part.
Temporary lessons without a covering date may ask “until when?”. You can answer in the conversation; applying the suggestion as it stands still keeps no end date. After a whole skill’s end, the bot stops using that skill, but you can still inspect it and renew its date.
Where to find it
Section titled “Where to find it”Review learning in the Coach, opened with Open Coach. To change an Expert’s learning switch, use Handbook → What … does when… → the Expert’s row.
Set it up
Section titled “Set it up”- Open the waiting suggestion at the review location above.
- Open ⓘ (Technical details) to read the source. It may name staff, an Expert, a teaching message, or a customer conversation. Use View conversation there when that link is available and you need context.
- Read what will change and where it will be saved. Check the product, customer, document, skill, or setting—not just the headline.
- Read the full proposed text. For an update, compare Now with Change to. Long text has its own Show more on each side. A card with several changes shows the first two; reveal the rest before saving.
- Correct anything unclear using Edit, when offered, or by continuing the Coach conversation. State the exact correction and the intended destination.
- Check any end date and audience. Resolve any question about which item the lesson concerns.
- Explicitly approve the suggestion in chat or choose Save it when offered. On a review card, choose Save instead. To reject it, choose Not this one in chat review or Dismiss on the card.
- Read the result in the conversation or on the card. A failed or blocked application is not a saved change.
You need the permission for the destination being changed. Permission to answer customers does not automatically let you change knowledge or settings. The card can become unavailable if your access or the destination changes.
Settings
Section titled “Settings”“Learn from this expert’s answers”
Section titled ““Learn from this expert’s answers””In an Expert’s form, Learn from this expert’s answers controls whether their answers may produce lessons for review. It is on by default for a new Expert. On does not mean every answer is learned or that changes are applied automatically. Expert-answer learning must also be available for your business.
- Open the Expert at the location above.
- Open their edit form.
- Set Learn from this expert’s answers as needed.
If it is off, an existing suggestion from that Expert cannot be saved while learning is off. The card explains this. Turning it on does not create suggestions from answers received while it was off. Each time you turn it back on, only answers after that enablement can qualify. It is not approval of a lesson; you still review and explicitly approve the suggestion. See setting up Experts for the rest of the form.
What the different suggestions mean
Section titled “What the different suggestions mean”| Suggestion | What you are approving |
|---|---|
| A fact saved as a memory | A short piece of information about the business, a particular product, or a particular customer. Check its scope and date. For an update, compare Now with Change to, including any end-date change. |
| A new knowledge document | A new reference with a title and body, or an attached document. Open ⓘ for its description. See the knowledge library. |
| An addition to a knowledge document | A change to an existing document. Read the addition and any proposed description change. |
| A new or updated skill | Instructions about when and how to handle a situation. Check the full rule and its audience, not only the new sentence. |
| A setting change | A change to an actual setting. Check its current and proposed values. Open ⓘ to check Where it belongs. Accepting a written rule is not the same as changing a setting. |
| A file suggestion | A file to read as knowledge, or a file-pool item to send when needed. These are different destinations; see files the bot can send. |
| A deletion | Removal of the named memory, skill, or document. Read the removed text before approving. |
There is no single default destination for every lesson. Inspect the proposed destination each time. An update to a disabled skill can be saved without turning that skill on.
Order-change policy is a reviewed setting change
Section titled “Order-change policy is a reviewed setting change”With Shopify connected, you can ask the Coach to propose a change to an order-change type, create a custom type or delete a custom type. Review the named type, the operation and the proposed values before choosing Save. Built-in type names and the ability a type uses cannot be changed; built-in types cannot be deleted.
This is a policy change, not an automatically learned lesson. Its eligibility and allowed ways to act are separate from the action’s existing workflow guidance. A saved policy does not enable an unavailable store action. Individual setting updates can be reverted from Recent changes when eligible; creating or deleting a custom type cannot be reverted there.
Business, product, and customer scope
Section titled “Business, product, and customer scope”About the business as a whole means a general business fact. A product-linked fact is attached to the selected product. About this customer means the fact concerns the customer connected to its source, not all customers.
Do not accept a general fact when the source only supports a product or customer exception. In the memory editor, Scope offers General and Product. Customer-specific cards do not offer this same inline editor or a customer selector. Continue in chat if a customer-specific suggestion needs correcting.
Edit a suggestion without applying it
Section titled “Edit a suggestion without applying it”Edit is available for supported memory cards, new skills, and new text-document cards. It is not a universal editor for every card. Document additions, skill amendments, setting changes, customer-specific memories, and file-bearing cards use their relevant review or conversation flow instead.
The editor starts with the current proposal’s values. These fields do not have one fixed set of defaults for every lesson.
Memory fields
Section titled “Memory fields”| Field | What it does |
|---|---|
| Text | The fact to save. Include the limitation or exception in the fact itself. |
| Valid until | An optional end date. An empty date means no end date. |
| Scope → General | Makes the fact about the business as a whole. |
| Scope → Product | Links the fact to a product rather than the whole business. |
| Search products | Finds products for a product-scoped fact. Select the intended result. Typing a similar name is not a reason to accept the wrong match. |
| Keep existing product | Restores the original product when you have changed it in the editor and this button appears. |
New skill fields
Section titled “New skill fields”| Field | What it does |
|---|---|
| Title | Names the skill. |
| Trigger | Describes when the skill should be used. The review card labels this When to use. |
| Instructions | Describes how the bot should handle the situation. |
A new skill is created enabled. Audience and enabled state are not editable fields in this inline form. Read the audience shown on the card before applying.
New text-document fields
Section titled “New text-document fields”| Field | What it does |
|---|---|
| Title | Names the document. |
| Description | Summarizes what it contains so the bot can decide when it is relevant to open. It is not an extra instructions field. |
| Body | The actual reference text. |
| Expand body | Opens a larger area for editing the body. |
Choose Save changes to update the suggestion, not to publish the lesson. Review the updated card and choose Save separately. Cancel discards the editor changes and leaves the suggestion as it was. While editing, finish or cancel before trying to apply the card or its group.
Audience: who will use a skill?
Section titled “Audience: who will use a skill?”The Used by line is different from scope. Scope is what a fact concerns; audience distinguishes the customer bot from the internal team helper.
| Label | Meaning |
|---|---|
| Customers | The skill is intended for the customer bot. It does not mean the instructions are sent verbatim to customers. |
| Team assistant | The skill is intended for the internal team assistant. |
| Customers + team assistant | Both use the skill. |
| Not used by any assistant | The saved skill is not assigned to either of those assistant audiences. Do not expect it to affect replies. |
A card may also show Off or Unavailable to this organization. Saving an amendment does not change an existing skill’s audience or turn it on. If Open skill toggle is shown, it leads to the skill’s existing control; enabling is a separate action. Check the Handbook for the behavior that is actually active.
What happens when…
Section titled “What happens when…”A teaching could not be prepared during setup
Section titled “A teaching could not be prepared during setup”A temporary problem can stop a learning suggestion from being prepared. If Try again appears beside that result while you are setting up, choose it once to check the same saved teaching again. You do not need to retype your message. This prepares a suggestion for review; it does not approve or save a lesson.
A technical preparation failure does not mean your message was unreadable or lost. What you sent stays in this chat. Continue with the Coach if a retry fails or is unavailable; do not assume a lesson was saved. If the result specifically says the text is too long, send a shorter note. Any remaining file, conflict or destination question still needs your attention even when other suggestions were prepared.
“Which one is this about?”
Section titled ““Which one is this about?””If a product name or another target is ambiguous, the card asks Which one is this about? Application stays blocked until the target is resolved.
- Read the proposed match and the full item name.
- Choose Yes, that one if it is correct, or Not this one? to see other product matches when offered.
- For a setting-target question, select the correct item from the list.
- If none fits, explain the correct item in chat rather than choosing a near match.
- Review the updated card, then apply it separately.
If quick-answer chips appear in chat, None of these hides those chips. It does not choose another target or apply or dismiss the suggestion.
Temporary lessons and end dates
Section titled “Temporary lessons and end dates”A lesson about a temporary situation may show: Is this temporary? Tell me until when — or approve it as is to keep it with no end date.
- Give a clear end date in chat, or use Valid until on an editable memory card.
- Review the revised text and date before applying.
- If you approve it unchanged with no end date, it is kept without an automatic end date.
- A dated memory is no longer treated as current after its end. Depending on its kind, it can be omitted from current facts or shown as past information.
- For documents or skill instructions, the dated lesson can end without deleting the whole document or turning off the whole skill.
A date mentioned in a conversation is not a substitute for checking the resulting suggestion. For a temporary exception to opening hours or holidays, also check the actual business settings rather than assuming a saved note changed them.
When the document or skill changed during review
Section titled “When the document or skill changed during review”Someone may edit the destination while your suggestion is waiting. The card can refresh against the latest document or skill, show a new comparison, or ask for a fresh review.
If Confirm review appears, read both versions before clicking it. Confirming review is separate from Save. A refreshed card is not proof that the change was saved. If the lesson is already present, the result can say Already in the document instead of adding it again; before the first launch or while guided setup remains active, the card shows Saved.
If refreshing fails, use Retry when offered. If the target cannot be reached or the card asks for a revision, continue in chat or dismiss it. Do not keep approving an old version without reading the new one.
Something just approved may already cover a card
Section titled “Something just approved may already cover a card”A card may say that something you just approved already covers its suggestion. Review it, then choose Dismiss — already covered if you do not need the change. Save remains available as before. A group shows how many ready suggestions may already be covered. Save all asks you to confirm before applying them; it never skips a suggestion just because of this notice.
Save a group with “Save all”
Section titled “Save a group with “Save all””Several related suggestions can appear in one group. Each keeps its own approval button and Dismiss.
- Read every card, including deletions.
- Resolve target questions, file problems, and fresh-review requests first.
- Finish or cancel any inline edit.
- Choose Save all if you want every ready suggestion applied.
- If Accept all, including deletions? appears, check what will be removed before confirming.
- Read the group result and each card’s result.
Save all applies ready suggestions in order. Cards that are not ready are skipped. If one fails, other cards can still succeed. Successful changes are not rolled back because another card failed. A partial result means you must inspect the cards that were not applied.
File suggestions: upload, replace, and checks
Section titled “File suggestions: upload, replace, and checks”A card marked Needs its file cannot be applied without the required file.
- Use Upload on that card, or drop the file into its file area.
- Use Replace if the wrong file is attached.
- Wait for the upload and checks to finish.
- Check the file name and the intended destination, then review and apply.
Use the card’s file area rather than assuming an unrelated attachment in chat fills the card. A file still being checked, missing, expired, or failing its virus check can block application. Follow the card’s reason. Storage or plan problems may offer Review your plan.
A restricted file-pool proposal also shows Who is this for as a read-only audience summary. Review that audience before applying; the File rule editor keeps verification as a separate choice.
A file-pool card also shows When to send and whether the item is On or Off. A new item defaults to On unless the suggestion specifies Off. Inspect those values; attaching a file is not the same as approving when it should be sent. See sending files and document knowledge for the destination-specific rules.
Find saved or dismissed team learnings
Section titled “Find saved or dismissed team learnings”- Open Recent chats in the Coach.
- Choose Team learnings rather than Mine.
- Use Search by title if needed.
- Open a learning to read its result and available change details.
Mine lists your Coach conversations. Team learnings shares the learning results you are allowed to see, not other people’s private Coach chats. It can show saved suggestions, dismissed suggestions, and lessons already present in a document. A conversation you start about a shared learning is your own private Coach conversation.
This list contains retained results, not a complete audit log. It does not list still-waiting suggestions. Entries or details can be absent because they are no longer retained or because you lack access. The list has no general Undo for applied learning.
To inspect what is currently in use, go to the Handbook and the relevant knowledge, product, or customer area. Correct a saved lesson at its actual destination or through a new reviewed correction. For imported-history review and its separate undo options, see importing knowledge. For navigating Coach conversations and review tasks, see using the Coach.
Dismissed a suggestion by mistake?
Section titled “Dismissed a suggestion by mistake?”If Dismissed suggestions is available below the conversation list, you can restore eligible dismissed suggestions within 30 days. Not every dismissal can be restored. You still need the relevant permission, and the source must remain valid.
- Choose Dismissed suggestions.
- Find the suggestion you rejected.
- Choose Restore, if offered. An eligible dismissed result may also offer Restore beside it.
- Read the reopened suggestion and any updated information.
- Approve it separately only if you still want the change.
Restoring reopens the suggestion; it does not apply the lesson. This is different from undoing a lesson that was already applied. If Restore is absent or fails, read the reason when shown. If you still want the lesson, discuss it again rather than assuming it was recovered.
Troubleshooting
Section titled “Troubleshooting”- There is no Save card: check the conversation for the proposed change and Save it / Not this one. Some suggestions are intentionally reviewed in chat.
- No suggestion appeared: read the Coach’s result. The lesson may already be covered, may need more detail, or may not be supported. State the exact fact, scope, and date rather than assuming it was learned.
- Save it or Save is unavailable: read the reason beside the action or on the card. Resolve its target, review request, file problem, or permission issue.
- The change was saved but replies did not change: check scope, audience, end date, and whether the destination skill is on. Review a real example using understanding bot replies.
- The proposed change is too broad: do not approve it. Narrow the text and destination, or dismiss it.
- Repeated failures: refresh the Coach and reopen the current suggestion. If the same error remains, contact support with the visible error and what you were trying to change. Do not include passwords or verification codes.