The flywheel is the reason OnyxBot gets better every month: tickets your staff resolve become knowledge the AI can use next time, with you approving every lesson.
How a ticket becomes knowledge
- A ticket escalates, a staff member solves it, the ticket closes.
- OnyxBot reads the transcript and extracts candidate question-and-answer pairs, written to be reusable (member-specific details stripped).
- The candidates land in AI, then Approval queue in your dashboard. One the AI had already answered correctly, where staff only confirmed it, goes to the Duplicates tab instead: the knowledge is already there.
- You approve, edit then approve, or reject. Each candidate carries a reusability score from the extraction model: Recommended means other members are likely to ask the same thing and this answer settles it, Low value means it was a one-off, time-bound, or not really an answer. The queue lists Recommended first. Keyboard shortcuts make triage fast, and a backlog goes quicker in bulk: select the candidates, or every one matching a filter by source, category, score or age, and approve or reject them together. When a category or channel keeps sending candidates you reject (15 or more reviewed, a tenth or fewer kept), the queue says so and points at its learning switch; flipping it stays your call.
- A candidate nobody reviews in 60 days moves to Rejected marked Expired, so the queue only ever shows what is current. Anything rejected or expired can be restored to the queue later.
- Approved entries join your knowledge under the Tickets tab on the Knowledge page, retrievable in the very next conversation.
Autopilot
A queue nobody gets to teaches the AI nothing. On Pro, Autopilot approves the clearly reusable candidates for you: turn it on from the card at the top of the Approval queue and pick a minimum score, from 70 (the Recommended band) to 100 in steps of 5; it starts at 85. Once a day, OnyxBot adds every pending candidate scored at or above that bar to your knowledge base, provided it has waited 24 hours without a review. That grace period is yours: an owner who looks at the queue daily still gets first say on everything. Candidates flagged as possible duplicates, or parked under Duplicates, are always left for you.
Autopilot's approvals show under Approved with an Autopilot badge. Reject one there to take it back out of the knowledge base; it moves to Rejected, where Restore puts it back in the queue. Each batch (at most 25 per server per day) is one indexing call, listed in your AI activity like a manual approval.
You are always in the loop
Nothing enters your knowledge base without your approval, or Autopilot's on the terms you set, and you can switch Autopilot off at any time. Every learned entry is named by its question, and each one traces back to its source ticket. Disable or delete any entry at any time, like any other source.
Watching it pay off
The Overview and Inbox show your deflection rate: the share of closed tickets the AI resolved without staff. As approved lessons accumulate, that number climbs.
On Pro, OnyxBot emails you a weekly recap of it every Monday. Turn it off in notification settings.