Learning from staff corrections

When someone on your team replies right after the AI assistant, the reply often fixes a business fact the assistant got wrong or did not have: a branch that moved, a phone number, an offer, a delivery fee. Sela reads these replies once a night and keeps the facts they state as suggestions for an owner or admin. It never changes your branches, offers, menu or delivery settings by itself.

This is being turned on workspace by workspace. It needs an active AI Assist add-on, a brand name on your assistant (see Assistant identity and scope), and AI credits.

What Sela reads#

• A team reply sent within 10 minutes of an AI reply in the same chat, with no other team reply in between. The customer may have answered the AI first.
• Texts your team sends in five or more chats in one week, such as a branch list or an offer, and the instant replies your Instagram or Messenger app sends by itself. App replies are kept apart from your team's replies: they are never suggested on their own, because they are often out of date.

Greetings, acknowledgements, templates, campaigns and forwarded messages are skipped. A reply that is only a menu link is counted as "your team sent the menu" without using the AI.

What becomes a suggestion#

Sela looks for five kinds of facts: branches (address, phone numbers, open or closed, opening hours), delivery areas (fee, delivering branch, or not served), offers (price, contents, dates), menu items (price, availability, another name customers use) and other answers such as how to apply for a job.

Every fact must be written in your team's own reply. Sela checks this itself, not only the AI:

• the words it quotes as evidence are copied exactly from the team's reply, never from the customer's message or the AI's reply;
• every number in the fact (phone, fee, price, quantity, hour, date) appears in that quote;
• the branch, area, offer or item is named in the quote;
• a fact that matches what your settings already say is dropped.

The same fact said again adds to its count. When your team gives two different answers to the same question, for example two different second numbers for one branch, both are kept and shown side by side so you can choose. An offer with no end date is suggested with an end 7 days after it was first seen.

A suggestion is shown when your team stated it at least twice, when it plainly contradicted the AI with high confidence, or when it comes from a text your team sent in five or more chats.

Reviewing suggestions#

Owners and admins see suggestions under Sela learned on the Overview tab of the AI assistant page. Each one shows what approving changes (the current value crossed out next to the new one), a quote from your team's reply, and how many times and in how many chats your team said it.

• Approve applies exactly the change shown: a branch record (address, phone numbers, hours, other names or status), a delivery area's fee, a new offer, a dish's price, availability or other name, or a knowledge note for process answers such as hiring. It goes through the same review as a Companion change, with an activity log entry, a receipt and undo for 24 hours. When one suggestion needs two changes (a price and another name), both are saved or neither is. If the record changed after you opened the page, nothing is saved and you are asked to look again.
• Edit opens the screen that owns the record: the branch in Business records, Offers, Delivery settings, the menu searched for the item, or the knowledge base. Only an existing branch opens directly; the other screens are not filled in for you.
• Dismiss hides that value for 30 days. Your team saying it again in that time only adds to its count.

When your team gave different answers to one question, the suggestion lists each answer with how often it was said. Pick the right one and press Use this one; the others are set aside.

Some suggestions cannot be applied as they are, for example a new branch without an address, or a delivery area when your delivery areas are grouped by province. They say why and keep Edit and Dismiss.

After you approve a branch change, if the AI kept reading an old knowledge source in those chats that nobody changed for 30 days, a separate suggestion offers to withdraw it from the AI. Nothing is withdrawn until you press Withdraw it.

Owners and admins get at most one notification a day, when there are new suggestions.

What your AI is missing#

In every workspace with AI Assist, owners and admins also see What your AI is missing on the Overview tab. Sela refreshes it every morning. It starts with how often a teammate replied within 10 minutes of an AI reply this week ("staff stepped in"), next to the week before. Many of those replies are follow-ups rather than corrections, so read it as a trend, not a score.

Below that, only the items that apply:

This check reads counters Sela already keeps. It reads no messages and uses no AI credits.

What it costs#

Each nightly AI call reads up to ten replies, or one long repeated text, and uses AI credits from your AI Assist allowance. Each call uses about 0.1 credit. A busy restaurant uses about 12 credits a month. Sela makes at most 40 of these calls a day per workspace; anything left waits for the next night. Without AI Assist, a brand name or credits, nothing is read or charged and the replies wait.

What is stored#

Suggestions keep the message they came from and up to 300 characters of your team's reply, with the customer's name removed. The customer's messages are read for context but never stored with a suggestion. Suggestions are deleted 90 days after a decision, or 90 days after your team last said them. The nightly queue of replies to read is deleted after 30 days. Everything is deleted with the workspace.