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The /train command lets you teach your bot from past ticket conversations. It analyzes resolved tickets and extracts question-answer pairs that are added to your Knowledge Base.
The /train command requires a Pro or Enterprise plan.

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What It Does

The /train command:
  1. Scans your resolved tickets from the past X days
  2. Uses AI to identify question-answer pairs
  3. Extracts the best Q&A from each conversation
  4. Adds them to your Knowledge Base automatically
This captures the “tribal knowledge” your team has built up - answers to common questions that may not be in your documentation.

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Running /train

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Basic Usage

In any channel where your bot is active, run: 
/train
The bot will analyze tickets from the last 90 days (default).

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Specifying Days

To analyze a different time period: 
/train days:30
This analyzes tickets from the last 30 days.
ParameterRangeDefault
days7-36590
Start with 30-60 days to test. Increase to 90+ once you’re confident it’s working well.

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Requirements

To run /train, you need:
  • Administrator permission in the server
  • Knowledge Base enabled in your dashboard
  • At least one resolved ticket in the time period

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The Training Process

After running /train, you’ll see:
1

Counting Tickets

The bot counts how many tickets are available to analyze.
2

Analyzing Conversations

AI reads through each ticket conversation, looking for:
  • Clear questions from users
  • Helpful answers from staff
  • Complete resolution patterns
3

Extracting Q&A Pairs

The AI extracts question-answer pairs that would help future users.
4

Adding to Knowledge Base

Extracted Q&A pairs are stored and used for future suggestions.

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Progress Updates

While training, you’ll see updates like: 
🤖 Training in Progress
Analyzing stored tickets from the last 90 days...

📊 Progress: 15/42 tickets (35%)
✅ Extracted: 8 Q&A pairs

[Cancel Training]

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Cancelling Training

Click the Cancel Training button to stop training early. Any Q&A pairs already extracted will be kept.

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First-Time Setup

The first time you run /train, you’ll need to accept AI data processing terms. Why is this required?
  • Ticket conversations are sent to AI for analysis
  • This may include user messages and staff responses
  • You’re authorizing this processing
Only the bot owner can accept AI consent terms. If you’re not the owner, ask them to run /train first.
You’ll see: 
📋 AI Data Processing Consent Required

To use /train, we need your consent to process ticket conversations with AI.

What happens:
• Ticket messages are analyzed to extract Q&A pairs
• AI learns from staff responses to help future users
• Data is processed securely and not shared

[Accept] [Decline]
Click Accept to proceed, or Decline to cancel.

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What Makes Good Training Data

The AI looks for tickets that have:

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Clear Questions

User: How do I cancel my subscription?

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Helpful Answers

Staff: Go to Settings → Subscription → Cancel. 
       Your access continues until the billing period ends.

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Complete Resolution

Tickets that were marked as resolved or closed with a solution.

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What Gets Skipped

The AI skips tickets that:
  • Were closed without a real solution
  • Had mostly back-and-forth troubleshooting
  • Contained only small talk or greetings
  • Were spam or test tickets

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After Training

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Viewing Results

After training completes, you’ll see: 
✅ Training Complete!

📊 Results:
• Tickets analyzed: 42
• Q&A pairs extracted: 12
• Tokens used: 150K

Your bot is now smarter! New Q&A will be used in future suggestions.

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Using Trained Knowledge

Trained Q&A pairs are automatically used when:
  • Users open new tickets with similar questions
  • The Knowledge Base searches for answers
  • No better documentation source exists

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Retraining

You can run /train again to:
  • Capture newer ticket conversations
  • Learn from recently resolved issues
  • Update knowledge after your team’s processes change
There’s a cooldown between training runs to prevent overuse. You’ll see how long to wait if you try to train too soon.

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Best Practices

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Train After Major Updates

Run /train after:
  • Launching new features
  • Resolving new types of issues
  • Your team learns new troubleshooting steps

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Combine with Documentation

/train works best alongside documentation sources:
  • Documentation provides official information
  • Trained Q&A provides real-world answers
  • Together they cover more questions

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Regular Training Schedule

Consider training:
  • Monthly for active support teams
  • After resolving 50+ new tickets
  • When you notice AI missing common questions

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Review the Results

Check your Knowledge Base after training:
  • Look at the extracted Q&A pairs
  • Verify they’re accurate
  • Delete any that aren’t helpful

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Troubleshooting

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”No Tickets Found”

This means:
  • No resolved tickets in the time period
  • Tickets don’t have enough content
  • Knowledge Base isn’t enabled
Solution: Check that you have resolved tickets and Knowledge Base is enabled.

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”Training Stalled”

If training shows no progress for 5+ minutes:
  • The process may have encountered an error
  • Try cancelling and running again
  • Check for bot connectivity issues

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”Consent Required” for Non-Owner

Only the bot owner can accept AI consent. Solution: Ask the bot owner to run /train first and accept consent.

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Low Q&A Extraction

If few Q&A pairs are extracted:
  • Tickets may not have clear question-answer patterns
  • Staff responses may be too brief
  • Try a longer time period (more tickets)

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