Continuous Improvement Loop

The Continuous Improvement Loop turns your missed customer conversations into knowledge-base content. Velaro reads the questions your bot or agents couldn't answer, drafts an article using real visitor language, you review and publish, and you can roll it back with one click if it's not right.

How to use it

1. Open Reports → Chat Intelligence in admin.

2. Find the Missed by Theme table. Each row shows a topic where customers reached out but were not resolved (e.g. "Refunds — 42 missed").

3. Click the Draft KB article button on a row. Velaro pulls up to 12 real missed visitor messages from the last 90 days and drafts a full article — title, body, bot summary.

4. The draft opens in a preview modal. Edit anything inline. The source questions are shown in a collapsible panel.

5. Click Save to KB & open editor. The article is created as a draft. The KB editor opens so you can refine and publish.

6. Once published, the article is searchable on your help center and answerable by your AI bot.

Roll back if needed

If customers complain the article is wrong, click Roll back on the same theme row. Velaro:

• Records who rolled it back, when, and why
• Leaves the KB article in place (delete it manually from the Articles list if you want it gone — outbound links keep working until you do)
• Re-surfaces the theme on the next nightly run so you can take another pass

What runs automatically

• Theme classification runs on every conversation when it closes — cheap and silent.
• Recommendation regeneration runs nightly at 4 AM UTC. It scans the last 90 days of conversations and creates fresh suggestions: widget availability gaps, bot gaps, missed-chat patterns, content gaps, benchmark deltas.
• Audit log is permanent. Every applied or rolled-back recommendation has a row showing AppliedAt, AppliedBy, AppliedArtifactRef, RolledBackAt, RolledBackBy, RollbackNotes. You can query it through the Velaro API or MCP.

Subscription requirement

The Continuous Improvement Loop is part of Chat Intelligence. Your subscription needs EnableChatIntelligenceReport. If you don't see the Chat Intelligence menu under Reports, contact your account team to enable it.

For AI agents and Velaro MCP users

The same loop is callable through the MCP gateway with these tools:

• chat_intelligence_themes — get the theme report (missed counts, benchmarks, period trend)
• chat_intelligence_recommendations — list active suggestions
• chat_intelligence_draft_article — draft an article for a theme
• chat_intelligence_apply_recommendation — record that an artifact was created
• chat_intelligence_rollback_recommendation — roll back, with notes
• chat_intelligence_dismiss_recommendation — dismiss without applying

Auth uses the same vel_live_* service key as every other Velaro MCP tool. Site isolation is enforced server-side.

Privacy

Only the first visitor message of each missed conversation is sent to the AI draft service. Agent replies, bot replies, and subsequent visitor messages stay in your tenant. The model never sees PII fields like email, phone, or contact records.