AI Suggestion History
A full audit log of every AI suggestion generated by the AI Auto Reply feature. Use this page to track approval rates, review how agents handled suggestions, find rejected suggestions that need a correction, and teach the AI what the right answer should have been.
Stats overview
Six stat cards appear at the top of the page, giving a snapshot of all AI suggestions for your company across all time.
| Card | What it shows |
|---|---|
| Total Suggestions | Total number of AI suggestions generated. |
| Approved | Suggestions the agent sent (as-is or after editing), with a percentage of total. |
| Rejected | Suggestions the agent discarded, with a percentage of total. |
| Needs Correction | Rejected suggestions that have not yet received a Teach AI correction. |
| Corrected | Suggestions that have been given a correction via the Teach AI feature. |
| Approval Rate | Percentage of suggestions that were approved (e.g. "73.4%"). |
Filters
A filter bar above the table lets you narrow the suggestion list. All filters work together. When any filter is active, a reset button (×) appears to clear them all at once.
| Filter | Description |
|---|---|
| Search messages | Full-text search across the customer message and AI suggestion text. |
| Customer name | Filter by the display name of the customer who sent the message. |
| Status | Filter by suggestion status. See the status table below for all options. |
| From date | Show only suggestions created on or after this date. |
| To date | Show only suggestions created on or before this date. |
Suggestion statuses
Every suggestion has one of the following statuses. The status is shown as a colored badge in the table and in the detail view.
| Status | Meaning |
|---|---|
| Pending | The agent has not yet approved or rejected the suggestion. |
| Approved | The agent sent the suggestion (possibly after editing it). |
| Rejected | The agent discarded the suggestion without sending it. |
| Corrected | A Teach AI correction has been saved for this rejected suggestion. |
| Invalidated | The suggestion became invalid (e.g., the conversation ended before the agent could act). |
| Expired | The suggestion was not acted on before its expiry window. |
Table columns
| Column | Description |
|---|---|
| Status | Colored status badge. If the suggestion was edited before being sent, an "Edited" badge appears alongside the status. |
| Customer | Display name of the customer who sent the message. Shows "—" if the name is not available. |
| Customer Message | The customer's message that triggered the suggestion (truncated to two lines). Shown in your preferred agent language if a translation is available. |
| AI Suggestion | The AI's generated reply (truncated to two lines). Shown in your preferred agent language if a translation is available. |
| Moderator | Name of the agent who approved or rejected the suggestion. Shows "—" if not yet acted on. |
| Time | Relative time since the suggestion was created (e.g., "2 hours ago"). |
The table loads 20 suggestions per page. Click any row to open the detail view.
Suggestion detail
Clicking any row opens a detail panel showing the full, untruncated content of that suggestion.
Status
The current status badge and, if the suggestion was approved after being edited, a separate Edited badge.
Customer Message
Full text of the customer message that triggered the suggestion, shown in your preferred language if a translation is available.
Original AI Suggestion
The full text of what the AI generated, before any agent edits.
Final Sent Content
The message that was actually sent to the customer. Only appears for Approved suggestions. Shows the original suggestion text if the agent sent it without editing, or the agent's edited version if they modified it.
Rejection Reason
The reason the agent gave when rejecting the suggestion. Only appears for Rejected suggestions where a reason was recorded.
Corrected Answer
The correction that was saved via Teach AI. Only appears for suggestions with status Corrected.
Metadata
Additional fields: Customer display name, Customer message ID, Moderator, Model (AI model used), Avg Similarity (knowledge retrieval score), Processed At (timestamp when the agent acted).
Teach AI
The Teach AI section appears at the bottom of every suggestion detail panel. It lets you write the correct answer the AI should have given — this correction is saved to the AI's memory and applied to future similar questions.
Teach AI is most useful for suggestions with status Rejected or Needs Correction, but it is available on all suggestions.
How to save a correction
- Click a row in the suggestion table to open the detail panel.
- Scroll to the Teach AI section at the bottom.
- Type the correct answer in the text field.
- Click Save Correction.
What happens after saving
A confirmation message appears: "Correction saved. The AI will apply this lesson to future similar questions."The suggestion status changes to Corrected and the saved correction text appears as Corrected Answer in the detail panel.
Save Correction button
The button is disabled until you type something in the text field. If saving fails, the message "Failed to save correction. Please try again." appears in red.
Empty state
"No AI suggestions found. Suggestions will appear here when AI Auto Reply is triggered."
This message appears when no suggestions match the active filters, or when AI Auto Reply has not generated any suggestions yet for your company.
Needs product confirmation
- Whether a correction can be overwritten after it is saved, or only one correction per suggestion is allowed.
- How the AI applies corrections — whether they affect a global correction memory, per-company, or per-knowledge-base.
- Whether Invalidated and Expired suggestions can still receive Teach AI corrections.