Auto-learn

Auto-learn turns resolved staff conversations into reusable knowledge with almost no extra work.

How it works

1. A user opens a ticket and Ogma cannot fully resolve it, or the user requests a human.
2. Staff join the private channel and help.
3. Staff run /close.
4. If Auto-learn is enabled and the conversation meets minimum criteria (staff participated, enough messages), Ogma extracts a short tip and adds it to the searchable knowledge base immediately.
5. A summary is posted to your learned-tips channel with a Remove from knowledge base button if staff want to discard it.

Tips are searchable right away unless removed. There is no separate confirm step before they go live.

What makes a good tip

Tips are short, specific, and scoped. Good examples:

• "Refunds over $50 require a manager approval code from the #refunds channel."
• "Password resets for school accounts are handled at help.school.edu/reset."
• "Our Enterprise plan includes priority queueing and a dedicated channel."

Tips are not a replacement for long documentation. Use Knowledge for reference material and procedures. Use tips for the answers your staff repeat in tickets.

Requirements

Auto-learn only runs when:

• Auto-learn is enabled in Settings → AI & voice.
• A staff member sent at least one message in the ticket.
• The conversation meets the minimum message count configured in Settings (default skips very short threads).
• The ticket was not closed under lockdown — lockdown closes skip tip extraction.

You can turn auto-learn off at any time. When it is off, you are responsible for all knowledge.

Managing tips

• In Discord, use Remove from knowledge base in #learned-tips to discard a tip (with a short confirmation step).
• In the dashboard, go to Tips to edit wording, merge near-duplicates, remove outdated tips, or browse tips by source ticket.

Changes in the dashboard take effect immediately for future searches.

Relationship to Knowledge

Source	Best for	Example
Knowledge (upload, paste, URL)	Reference docs, procedures, product details	"How to connect a new integration"
Tips (auto-learn or manual)	Repeated answers from real tickets	"The staging key expires every 6 hours"

Both are searched together when Ogma answers a question.

Disabling or resetting

Turn Auto-learn off in Settings → AI & voice if you prefer a fully manual knowledge base. Existing tips remain searchable until you remove them.

See Tips and Knowledge for how to curate what Ogma knows.