The KB from Humans feature allows you to automatically generate Q&A pairs for your Knowledge Base directly from closed human agent conversations. Instead of manually creating Q&As from scratch, this feature learns from your best agents’ responses and converts them into reusable knowledge that your AI chatbot can use to answer similar questions in the future. When enabled, the system monitors closed conversations of selected human agents and generates Q&A entries from those interactions. You can choose to have these Q&As go live immediately or require manual review before they are added to the chatbot’s active knowledge.

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Key Concepts

Auto-Generation from Closed Chats: Q&As are created automatically when a monitored human agent’s chat is closed. There is no manual trigger required — the system processes conversations as they close. Agent Selection: You choose which human agents’ conversations should be used for Q&A generation. Only closed chats from the selected agents are processed. Auto-Review vs. Manual Review: You can enable auto-review, which directly adds generated Q&As in a live (Enabled) state. If auto-review is turned off, generated Q&As will be in a “Pending for Review” state and must be manually approved before the chatbot uses them. Maximum Q&A Limit: You can set a cap on the total number of Q&As to be generated, up to a maximum of 500. Duplicate and Conflict Prevention: The system checks for duplicates and contradictions with existing KB entries. If a conflict or duplicate is detected, the new Q&A is discarded and the existing entry is preserved. Priority: Generated Q&As maintain the same high priority as other Q&As in the Knowledge Base.

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Enabling Q&As from Human Agents

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Step-by-Step Guide

1. Log in to your Robylon dashboard.
2. From the left sidebar, navigate to Knowledge Base.
3. Click the Add Source button. The Select Source Type popup will appear with all available source options.
4. Select Q&As from Human Agent at the bottom of the list. If this source has not been enabled yet, you will see a “Not Enabled Yet” badge next to the option.
5. A configuration popup will open, titled Q&As from Human Agent, with the following settings:

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Configuration Fields

Conversations from selected human agents: Use the multi-select dropdown to choose which human agents’ closed conversations should be used for Q&A generation. You can select one or more agents. Only closed chats from these agents will be processed. Enable auto-review of Q&As?: Toggle this setting on or off. When enabled, generated Q&As will be directly added to the KB in a live state for the chatbot to use immediately. When disabled, Q&As will be created in a “Pending for Review” state and will require manual approval. Max Q&As to be generated: Enter the maximum number of Q&As you want the system to generate. This is an integer field with a maximum value of 5,000. The system will stop generating new Q&As once this limit is reached.

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Starting and Stopping Generation

When configuring for the first time, you will see two buttons at the bottom of the popup:

• Save — Saves the configuration without enabling generation.
• Enable — Saves the configuration and starts Q&A generation immediately.

Once generation has been enabled, a dedicated folder named “Q&As from Human Agents” will appear in your KB Sources list. A confirmation toast message will appear at the bottom of the screen confirming that the feature has been enabled.

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Managing Generated Q&As

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The Q&As from Human Agents Folder

Once enabled, a folder named “Q&As from Human Agents” will appear as the first entry in your KB Sources page. This folder contains all auto-generated Q&A entries. The folder view shows a table with the following columns:

• Name — The name of the generated Q&A, along with any KB Tags attached to it.
• Human User — The human agent whose conversation was used to generate the Q&A.
• Status — Either “Pending for Review” or “Reviewed.”
• Usage Count — How many times this Q&A has been used by the chatbot.
• Updated — The timestamp of the last update.

The folder status on the KB Sources page will show as “Processing” if there are any Q&As still pending review, or “Enabled” if all Q&As have been reviewed.

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Toolbar Actions

At the top of the folder view, you have access to the following tools:

• Filters — A Human Agent filter (multi-select) and a Status filter to narrow down the Q&A list.
• Search — A search bar to find Q&As by name.
• Mark as Reviewed — Bulk-approve selected Q&As that are pending review. This button is enabled only when at least one pending Q&A is selected.
• Download — Download selected Q&As. Enabled when at least one Q&A is selected.
• Delete — Remove selected Q&As. Enabled when at least one Q&A is selected.

You can select individual Q&As using the checkbox on each row, or use the header checkbox to select all.

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Q&A Settings

Inside the folder, you can access the Q&A Settings panel by clicking the Q&A Settings button in the top-right corner. This opens a side panel where you can modify the generation configuration at any time. The settings panel shows the current configuration, including the selected agents, auto-review toggle, and maximum Q&A limit. An “Enabled” badge is shown in the top-right corner when generation is active. If generation is currently active, you can adjust the settings and click Save to apply changes, or Stop to halt Q&A generation. If generation is currently stopped, you will see Start and Cancel buttons instead.

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Reviewing Individual Q&As

Clicking on any row in the folder opens a detail popup for that specific Q&A. This popup allows you to review and edit the generated content.

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Editable Fields

• Name — A short title for the Q&A entry.
• Question(s) — The question or set of questions the Q&A covers.
• Answer — The response the chatbot will use when this Q&A is matched.
• Custom Instructions — Any specific instructions for how the chatbot should use this Q&A.
• Details — Includes KB Tags and a reference link to the source conversation.

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Review Actions

When a Q&A is in the “Pending for Review” state, the popup will display:

• Save for Later — Saves any edits you make without changing the review status.
• Discard — Permanently deletes the Q&A. A confirmation popup will appear before deletion.
• Mark as Approved — Approves the Q&A, changing its status to “Reviewed” and making it available for the chatbot to use.

Once a Q&A has been reviewed and approved, a Source field will be added to its details, showing which human agent’s conversation was used to generate it.

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Important Notes

• You cannot manually add Q&As inside the “Q&As from Human Agents” folder. All entries in this folder are auto-generated.
• The folder can be deleted from the KB Sources page, which will remove all generated Q&As.
• The download button on the KB Sources page works on this folder and will export all Q&As within it.
• The source type for this folder is “Q&A,” and it will appear when you apply the Q&A filter on the KB Sources page.
• Generated Q&As are not currently included in the memory and storage system. This is planned for a future phase.

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Best Practices

Start with Your Best Agents: Select agents who consistently provide accurate, helpful, and well-structured responses. The quality of generated Q&As depends directly on the quality of the source conversations. Use Manual Review Initially: When first enabling the feature, keep auto-review turned off. This allows you to inspect the quality of generated Q&As and build confidence in the system before enabling auto-review. Set a Conservative Q&A Limit: Begin with a lower limit (e.g., 100–500) and increase it once you are satisfied with the quality and relevance of the generated Q&As. Review Regularly: Check the folder periodically and approve or discard pending Q&As. Letting too many Q&As pile up without review reduces the value of the feature. Edit Before Approving: Use the review popup to refine questions and answers. Remove specific customer details such as names, order IDs, or account numbers so that the Q&A applies broadly to all future users.