Review Center
Review knowledge gaps, conflicts, duplicates, weak sources, and stale content so your agent stays accurate
Review Center#
The Review Center (also called the Review Center) helps you review issues found in your sources and recent training. Use it to spot missing answers, conflicting facts, duplicate content, weak sources, and stale knowledge before they affect customer conversations.
Open the Review Center#
- Go to your agent dashboard.
- Click Review Center in the sidebar (it also opens at
/review). - Click Scan Knowledge to run a fresh analysis.
You can scan at any time, or let the Review Center run automatically in the background after training or source edits.
Scan Scope#
When you click Scan Knowledge, you can choose what to check:
| Scope | What it checks |
|---|---|
| Full scan | All issue types -- gaps, conflicts, duplicates, quality, and staleness |
| Sources only | Content quality plus staleness for your sources |
| Duplicates only | Redundant or overlapping content clusters |
| Gaps only | Customer-demand knowledge gaps |
Scans run in the background so you can keep working. After editing a single source, use Recheck Source for a quick, targeted check.
What You See#
| Section | What it shows |
|---|---|
| Issue Inbox | All actionable items in one priority-sorted list |
| Customers Needed This | Real customer questions that still need stronger answers |
| Training Q&A Review | Q&A candidates waiting for review in Chat Training |
| Conflicting Facts | Sources that disagree with each other |
| Redundant Sources | Duplicate content that can create retrieval noise |
| Weak Knowledge | Sources that are vague, thin, or showing quality issues |
| Learned Triggers | Triggers extracted from training that still need operator review |
The top of the page shows quick stats: Health Score, Customer Demand, Conflicting Facts, Q&A Decisions, Redundant Sources, Weak Knowledge, Feedback Q&A, and Satisfaction Rate.
Issue Inbox#
The Issue Inbox is one unified triage list for every kind of problem the Review Center finds:
- Knowledge gaps from customer questions and usage patterns
- Fact conflicts between sources
- Duplicate or redundant content clusters
- Weak knowledge (vague, thin, or low-quality)
- Observation notes (soft quality hints)
- Pending Q&A candidates from Chat Training
- Trigger suggestions awaiting operator review
Each item shows evidence, priority, and a suggested next step so you can act from one place instead of jumping between screens.
Staleness & Owner SLA#
Time-sensitive knowledge needs to stay current. the Review Center flags content that looks out of date so it does not override today's facts.
You control the inputs:
- Mark sources as time-sensitive with valid-from, expiry, or recurrence patterns
- Let the scan detect expired content automatically
- Review issues flagged with staleness signals first
The Owner SLA card highlights the few most impactful items right now and assigns each a target timeframe (today, within 24 hours, this week, or backlog) so you always know what to fix first.
Typical Workflow#
- Click Scan Knowledge (or wait for the automatic scan).
- Start in Issue Inbox.
- Open the evidence or source linked from the issue.
- Fix the source in Sources, or add a missing Q&A.
- Use Recheck Source to verify the fix landed.
Common Actions#
- Add Q&A to turn a repeated customer question into a reusable answer
- View evidence to see why an item was flagged
- Review in Chat Training for pending Q&A or trigger suggestions
- Open source to jump to the source that needs editing
- Recheck source after you update content
- Dismiss items that do not need action
When to Use It#
- After training new or updated sources
- After importing conversations into Chat Training
- When answers look inconsistent
- When you want to clean up duplicate or low-quality content
- When time-sensitive content (promos, hours, pricing) may have expired