Improvement proposals are generated automatically, but applying them to Playbooks always requires an explicit operator action. Proposals are never applied automatically.
How proposals are generated
When a session closes, AI Agent analyzes the conversation history in the background. If improvements to existing Playbooks or new Playbooks are detected, proposals are generated.| Proposal type | Description |
|---|---|
| Playbook modification | A suggested change to an existing Playbook |
| New Playbook | A suggested new Playbook for a pattern not yet covered |
If existing Playbooks already sufficiently cover the session’s pattern, no proposal is generated. This is not an error — it means the current Playbooks are working well.
Find and review proposals
Improvement proposals aren’t collected on a single, dedicated screen. Check either of the following instead.From an AI Playbook's detail view
Under Knowledge > AI Playbook, open the Playbook you want to check and select the Proposals tab. If there are pending proposals, a count badge appears on the tab.
From a ticket (session) detail view
To review the proposal generated from a specific session, open that ticket and select the Proposals tab.
Review the proposal list and details
Each Proposals tab lists pending proposals as cards. Each entry shows:
Click a proposal to view the diff between the current Playbook content and the proposed change, along with the proposal’s reason and background. Review this information before taking action.
| Field | Description |
|---|---|
| Proposal type | Update Procedure or New Procedure |
| Reason and background | Why this change is proposed |
| Priority | High / Medium / Low |
| Quality check result | Pass / Needs Revision / Reject (automated AI check) |
Accept a proposal as-is
If the proposal looks appropriate, you can apply it directly to the Playbook.Select a proposal and review the diff
Click a proposal from the list and review the diff and reason.
- The Playbook content is updated with the proposed content
- The updated Playbook becomes immediately active
- The proposal is removed from the list
Edit and accept a proposal
If the proposal’s direction is correct but the content needs adjustment, you can edit it before applying.Open the editor
Switch from the diff view to edit mode. An editor pre-filled with the proposed draft content opens.
If you close the editor without applying, all edits are discarded. The proposal remains in the list unchanged.
Discard a proposal
If the proposal is not suitable, you can explicitly discard it.- Click the proposal from the list
- Click Discard
Regenerate a proposal with feedback
If the proposal’s direction is wrong, you can request a new proposal with feedback guidance.Enter a Feedback Prompt (optional)
Optionally enter a one-time text prompt to guide the regeneration. This prompt is not saved after the request is submitted.Feedback Prompt examples:
- “Reference the VPN setup Playbook instead of the general troubleshooting Playbook.”
- “Add a VIP escalation check as the first step.”
Leave feedback on a session via chat command
Separately from the proposal review screen, you can leave feedback on a completed session directly from chat. Use the/feedback command in Slack, Teams, or another connected chat tool. Each session accepts only one feedback comment. Once you submit it, you cannot submit a second comment for the same session. Submitted feedback appears on the session detail view in the admin screen.
Examples of session feedback:
- “For this type of inquiry, the AI should have referenced the VPN setup Playbook.”
- “This session needed earlier escalation — the user was a VIP.”
- “The resolution steps used here should become a standard Playbook for printer issues.”
Submitting feedback via the chat command automatically triggers a new improvement proposal based on that feedback. Applying the resulting Playbook still requires an explicit operator action.