Improve your agent with suggestions from real conversations

Once customers are talking to your agent, Cysora reads those conversations every night and suggests specific fixes: a business fact the agent was missing, a question it keeps repeating, a rule customers keep pushing against. You see what changes, before and after, and apply it in one click.

About 4 minutesOpen in your dashboard

On this page

What you need

A live agent with real customer conversations. Suggestions start after about three substantive conversations; test conversations don't count.

Find your suggestions

A suggestion appears in several places, and they all open the same review panel:

Home: the Recommended next step card quotes what we noticed, with Review improvement, Discuss with Cy and Not now.
The status strip at the top of the dashboard, when a suggestion needs your attention.
Conversations: a green dot marks a conversation we quoted, and a Has a suggestion filter lists them. Open one to see exactly what we noticed in it.
How your agent sells and Business info & rules: suggestions for the fields on that page, each with Review.
Cy: ask "What suggestions do I have?" and Cy walks you through them.

Review and apply one

1
Read what we noticed
The panel quotes the real customer messages behind the suggestion and says how many conversations it came up in.
2
Check the change
You see a before and after of how your agent would reply. See what changes shows the exact lines added to your agent's instructions, and you can edit the wording first.
3
Decide
Choose Apply and publish to make the change live. Choose Dismiss to say no, with a reason; Fewer suggestions like this and Turn off suggestions are there if they aren't useful.

The four kinds of suggestion

Fix: your agent missed something you already intend, such as answering late or asking the same question twice.
Missing information: a customer needed a fact your agent doesn't have. We ask you the answer, draft the lines, and you review them.
Rule check: customers push against a rule you wrote. Following your rule is not a failure, so Keep my rule is a complete answer and we won't raise it again.
Setting: a switch would help, for example follow-ups are off while customers go quiet. Read what it changes, then choose Turn this on.

Flag a reply yourself

In Conversations, choose Improve this reply under any message your agent sent. Tell us what was wrong and we draft a fix for the right field. If no change to your instructions would help, we say so instead of inventing one.

Control how many you get

Open Conversation reviewer (under Subagents) to switch the nightly review off, or choose Fewer or Normal. Fewer shows at most 2 open suggestions and only problems seen at least 3 times; Normal shows up to 4. Something you dismiss stays quiet for at least 30 days. Reviews and previews are free.

A week after you apply a suggestion, Cysora checks later conversations to see whether your agent now handles that situation correctly, and shows the result on Home.

Check it worked

After you choose Apply and publish, the suggestion shows as applied, and the lines it added appear in the matching field under How your agent sells or Business info & rules.

If it doesn't work

I don't see any suggestions.

Your agent needs about three real, substantive customer conversations first, and test conversations don't count. Check that the Conversation reviewer is on. If nothing needs fixing, nothing is shown.

A suggestion I dismissed came back.

A dismissed problem stays quiet for 30 days (90 after Fewer suggestions like this) unless it has at least doubled in frequency. To stop one for good, choose Keep my rule where it's offered.

Apply and publish says the field changed.

Someone edited that field after the suggestion was drafted. Open the suggestion again to see the current text, then apply.

Related guides

Still stuck?

Ask Cy in your dashboard, or email us and your account rep will help.

Ask Cy in your dashboard Email support@cysora.com