Rewrite answers in the classic editor

Summary

You fix a bad answer by hand in the classic editor of the KonversAI console. Open the conversation under Conversations > Chat in the left sidebar, select Improve conversation, then select Use the classic editor. The classic editor has the heading Improve conversation. The screen shows the original conversation on the left and an editable copy on the right. You rewrite the answers the assistant got wrong. KonversAI then builds a draft knowledge document from your rewrite, and you publish it into the knowledge base.

Who can do this

A tenant administrator, or any team member whose role has the Modify conversations permission. An administrator sets this on Settings > Users & permissions in the KonversAI console. Without it, the screen shows You do not have permission to improve this conversation. Ask an administrator to change your role.

Before you start

You start on a conversation in the KonversAI console. Select Conversations in the left sidebar, then select Chat, and open the conversation with the bad answer.

Know the correct answer before you open the classic editor. The classic editor does not tell you what went wrong. It gives you a place to write the right answer. To let KonversAI find the cause and propose the fix for you, read Improve a conversation.

The conversation needs at least one assistant answer or one agent answer. KonversAI marks those messages Editable. It marks every customer message Locked. A conversation with no editable message shows This conversation does not currently have any eligible answer messages to rewrite.

Your rewrite never changes the real conversation. The customer sees nothing, and KonversAI sends no message. The original conversation stays as it is.

Steps

1. Select Conversations in the left sidebar of the KonversAI console, then select Chat. Open the conversation with the bad answer.
2. Select Improve conversation at the top of the conversation. The screen Improve this conversation opens.
3. Select Use the classic editor at the top right. The classic editor opens with the heading Improve conversation. KonversAI makes a snapshot of the conversation and starts a session.
4. Read the two columns. Original conversation on the left is read-only. Rewritten conversation on the right holds your copy.
5. Find a message marked Editable on the right. Type the correct answer over the old text. Each changed message gets the badge Changed.
6. Wait for the badge at the top of the screen to change from Unsaved changes to Saved. The screen saves your text on its own. To save at once, select Save now.
7. To remove one rewrite, select Reset to original under that message.
8. Select Review, or select Review changes. The screen hides the messages you did not change. To see them again, select the button that names the number of unchanged messages. Select Hide unchanged context to hide them again.
9. Select Embed as knowledge document. KonversAI makes a draft document from your rewritten conversation. The card Draft knowledge document appears at the bottom of the screen.
10. Read the draft in the Draft knowledge document card. Check the Quality Indicators card beside it. In the Draft status card, the Quality: row shows Running while the checks run, and Complete when they finish.
11. Select Publish knowledge document in the Draft status card.

KonversAI sets the document status to published and locks the session. The screen shows Knowledge document published. This improvement session is now read-only. Select Open published document to edit the document later under Knowledge > Documents.

To change the draft before you publish it, edit an answer, return to Review, and select Update draft document.

FAQ

How do I open the classic editor?

Select Conversations in the left sidebar of the KonversAI console, then select Chat. Open the conversation you want to fix. Select Improve conversation at the top of the conversation. The screen Improve this conversation opens. Select Use the classic editor at the top right.

The classic editor opens with the heading Improve conversation. A link named Back to conversation at the top left takes you back to the chat.

KonversAI keeps one improvement session for each conversation. When you come back later, the screen opens your earlier text again. Finish the session inside 14 days. A nightly task abandons a session that you leave unfinished for 14 days, and deletes the draft document it made, when that draft is still a draft.

What does KonversAI write into the draft document for me?

KonversAI builds the draft from your rewritten conversation on the Improve conversation screen in the console. It writes nothing you did not write.

The title is the words Conversation draft: and then the title of the conversation. The content is the whole transcript in Markdown, with one heading for each message. Where you rewrote an answer, the draft holds your new text. Where you changed nothing, the draft holds the original text.

Rename the title and cut the parts you do not need. Select Open published document or Open document to edit the document under Knowledge > Documents. A short document with one subject gives the assistant better answers than a whole transcript.

Which messages can I edit?

You can edit the answers only. On the Improve conversation screen in the KonversAI console, each message carries a badge in the left column. An answer from the assistant or from a human agent shows Editable. A message from the customer shows Locked.

Type your text into the box beside an Editable message. The message then gets the badge Changed. The right column says Edit only answer messages. User messages stay locked.

Customer messages stay locked on purpose. The customer asked a real question, and KonversAI keeps that question as the wording your knowledge must answer.

Does my rewrite change the real conversation or reach the customer?

No. The Improve conversation screen in the KonversAI console works on a snapshot. The left column, Original conversation, is a read-only copy taken when the session started. The screen text says Read-only snapshot captured when the session started.

KonversAI sends no message, and the customer sees nothing. Your rewrite exists only to build a knowledge document.

To answer this customer for real, go back to the conversation under Conversations > Chat and reply there. See Take over a conversation.

What does publishing do?

Select Publish knowledge document in the Draft status card on the Improve conversation screen in the KonversAI console. Two things happen.

First, KonversAI changes the status of the draft document from Draft to published. The document joins your knowledge base under Knowledge > Documents. KonversAI makes the chunks and the embedding in the background, so the assistant uses the new answer in the next conversation. You do not need to train the assistant.

Second, KonversAI locks the improvement session. The screen shows the badge Published and the line Published from this conversation rewrite. Further edits now happen on the knowledge document itself. To change the text after that, select Open published document and edit the document.

The Publish knowledge document button is grey. Why?

The Improve conversation screen in the KonversAI console blocks publishing until the draft is ready. The reason appears in an orange box above the button. There are four messages.

Create the draft knowledge document before publishing. — no draft exists yet. Select Review, then Embed as knowledge document.

Wait for the draft document to finish loading. — the screen is still reading the draft. Wait a few seconds.

Wait for the draft quality indicators to finish running. — the automatic checks are still running. In the Draft status card, the Quality: row shows Running. The screen refreshes on its own every few seconds.

Resolve the contradicting documents before publishing. — a document you already have says something different. Use the Conflicting documents card.

What is the Conflicting documents card?

The Conflicting documents card appears in the right column of the Improve conversation screen in the KonversAI console. It appears when a quality check finds a published document that contradicts your draft. The card says Resolve the documents that contradict the draft before publishing.

Each row names one document. Open shows you the document. A document that came from your website carries the label Website import, and the button Exclude URL stops KonversAI from using that page. A document somebody wrote by hand carries the label Manual, and the button Archive document takes it out of the knowledge base.

KonversAI refreshes the quality checks after each action, and the message Conflict action applied. The draft quality indicators were refreshed. appears. When no contradiction is left, Publish knowledge document becomes available.

The screen says “Make at least one answer change before creating a knowledge document draft.” What do I do?

Make at least one answer change before creating a knowledge document draft. means you selected Embed as knowledge document on the Improve conversation screen in the KonversAI console, but you rewrote nothing. A draft with no change adds no knowledge.

Select Edit at the top of the screen. Find a message with the badge Editable. Type the correct answer over the old text. The message then shows the badge Changed, and the badge at the top of the screen shows Saved.

Then select Review and select Embed as knowledge document again. In Review mode, the message No rewritten answers yet. Go back to edit mode, change at least one answer, then return here to review. means the same thing.

The conversation has nothing I can rewrite. What do I do?

The Improve conversation screen in the KonversAI console shows This conversation does not currently have any eligible answer messages to rewrite. when the snapshot holds no assistant answer and no agent answer. A conversation with customer messages only has nothing to correct.

This happens when the customer wrote and left before the assistant replied. It also happens when the assistant found no knowledge at all, so the conversation is a knowledge gap, not a wrong answer.

Select Go to knowledge base on that screen. Then write the missing answer as a new document under Knowledge > Documents. To find every question your knowledge base cannot answer, read Find out why an answer was wrong.