Learning center
Train your agents on your own knowledge base, store policy and quick replies: courses, AI-drafted questions you review, quizzes, role-play practice with an AI customer, team progress and a certification gate.
Find it under Work → Learning (/app/learning). Every member can take published courses; owners and admins can also build courses, review questions and see the team's progress.
Courses
A course is a few items plus a quiz. An item can be:
- A knowledge article: linked, so when the article changes the course does too.
- The store policy: return window, shipping, warranty and the rest, always showing the current settings.
- A quick reply: shared quick replies only (not private ones).
- Written for the course: your own text, such as tone rules or a procedure.
Under Courses, create a course, add items and reorder them. Courses marked Required count towards certification (see below).
Drafting and reviewing questions
Click Draft questions with AI. The AI only asks about this course's material (single-choice and true/false), and quotes the sentence that answers each question; questions whose quote isn't in the material are dropped, so it never tests something the course didn't say.
Drafted questions wait for review: click an option to change the right answer, Approve to put it in the quiz, or Reject to discard it. When an item changes, questions drafted from the old text are marked Material changed so you can check them again.
A course needs at least one approved question to be published. Publishing notifies the team (as an important notice for required courses).
Quizzes
Each attempt has up to 10 questions drawn at random from the approved ones. The score shows as soon as you submit; wrong answers show the right answer, the explanation and the sentence it comes from. The pass mark is 80 by default and can be changed under Team progress (50–100). You can retake a quiz as often as you like; the best score is kept, and a later lower score never takes a pass away.
Practice
Under Practice, the AI plays a customer and you reply as you would in the inbox (Enter sends). There are five built-in scenarios: late parcel, angry customer, wants a refund, customer in another language (usually English; Spanish if your console is in English), and before buying. Owners and admins can add their own: describe who the customer is, what they want, their mood and what they know, and pick the customer's language.
The customer says so when they're satisfied; you can reply up to 12 times. Click Finish and score to get:
- a score on the same rubric as real conversations: resolved 40, tone 25, clarity 25, not making the customer repeat 10;
- 2–4 specific tips quoting what you wrote; if you told the customer something that contradicts your store policy (a wrong return window, say), that comes first.
Practice stays in practice history: it never reaches a real customer, never enters the inbox, and doesn't count towards the leaderboard.
When a real conversation's quality review scores below 60, the agent gets a notification suggesting the scenario for their weakest part (tone → angry customer; not resolved → late parcel; unclear → before buying), at most once a day.
Team progress
Team progress shows each person's status in every published course (in progress / best score / passed), their practice count and average over the last 30 days, and the questions the team gets wrong most (once a question has been answered at least 3 times), so you know what to explain again.
Certification gate
Turn on Certification gate under Team progress and agents are only rung by auto-assignment once they have passed every published required course; until then they can still pick up conversations from the queue themselves. Owners and admins are not affected. With no required courses, the gate does nothing.
Notifications and announcements
The bell and system notifications, announcements owners and admins send the team (to everyone or some people, urgent ones must be acknowledged, optionally told to the AI), and email and desktop notification settings.
Customers
The customer directory, verified and anonymous customers, tags, internal notes, segments and VIP lanes, and the store data page.