Knowledge In the Loop (Q&A Auto-Create)

What is Knowledge In the Loop?

How Knowledge In the Loop Works

The Complete Workflow

1. Monitors Specific Email Addresses

• You designate which email addresses to monitor (e.g., subject matter experts, customers, partners)
• Only emails from these trusted sources trigger Q&A generation

2. Automatic Extraction

• When an email arrives from a monitored address, the system analyzes the conversation
• Uses AI to identify valuable question-answer pairs from the email content and your workflow's response
• Extracts relevant context, decisions, and information shared

3. Smart Deduplication

• Automatically checks against your existing knowledge base
• Prevents duplicate Q&A pairs from being created
• Ensures only new, valuable information is captured

4. Pending Review Status

• All auto-generated Q&A pairs start with "PENDING" status
• Requires manager review and approval before becoming active
• Maintains quality control while automating capture

5. Instant Notifications (Optional)

• Sends email alerts when new Q&A pairs are generated
• Keeps managers informed without overwhelming them
• Configurable recipient list for notifications

6. Manager Review & Approval

• Managers review Q&A pairs in the Knowledge AI section
• Can approve, edit, or discard suggested Q&As
• Bulk approval options for efficiency

How to Set Up Knowledge In the Loop

Step 1: Access the Feature

1. Go to Workflows → Select your workflow → Knowledge 
2. Click on the "Continuous Learning" tab
3. Scroll down to the "Q&A Auto-Create" section

Step 2: Enable Automatic Q&A Generation

1. Find the "Automatic Q&A Generation" toggle
2. Click to enable it (will turn green)
3. You'll see the description: "Monitors conversations where this workflow is active and automatically generates Q&A pairs for knowledge gaps. All suggested Q&As require your review and approval before being added to the knowledge base."

Step 3: Configure Monitored Email Addresses

1. In the "Monitored email addresses" field, add email addresses to watch
2. These should be trusted sources like:

• Subject matter experts
• Key customers
• Partner contacts
• Technical specialists
• Product managers
• Your Eloquens AI workflow email (see use cases below)

• expert@customer.com - Customer technical lead
• specialist@partner.com - Partner solution architect
• pm@ourcompany.com - Internal product manager
• sales-ai@yourcompany.com - Your Eloquens AI workflow email

Step 4: Set Up Notifications (Optional)

1. Enable "Send instant email notifications when new Q&A pairs are created"
2. Add email addresses for notification recipients:

• Workflow managers
• Knowledge base administrators
• Team leads responsible for review

Step 5: Save Your Configuration

1. Click "Save changes" to activate the feature
2. The system will now monitor conversations involving the specified email addresses

Proactive Use Cases: Teaching Eloquens AI

🚀 Fast-Track Your Workflow's Intelligence

Use Case 1: Include Eloquens in Group Conversations

• Add your Eloquens AI workflow email to your monitored addresses
• Include Eloquens AI in relevant group email discussions
• The system learns from the entire conversation thread

• Team planning meetings discussions
• Customer requirement clarification emails
• Technical problem-solving threads
• Product planning conversations

Eloquens AI captures the requirements, decisions, and context automatically

Use Case 2: CC/BCC Eloquens in Important Correspondence

• Add your workflow's email as CC or BCC in important conversations
• Eloquens AI silently learns from the exchange
• No disruption to your normal email flow

• Customer Interactions: Learn customer preferences and pain points
• Vendor Communications: Capture technical specifications and pricing
• Internal Decisions: Document process changes and policies
• Expert Consultations: Preserve specialist knowledge

Use Case 3: Email Eloquens AI Directly

• Send emails directly to your Eloquens AI workflow
• Include knowledge you want to capture
• Perfect for documenting processes, decisions, or FAQs

• Process Documentation: "Here 's how we handle refund requests..."
• Common Questions: "Customers often ask about pricing tiers..."
• Decision Explanations: "We chose this approach because..."
• Technical Solutions: "To fix issue X, follow these steps..."

Use Case 4: Onboarding New Team Members

• CC Eloquens AI on training emails
• Include AI in new hire orientation discussions
• Capture institutional knowledge during handovers

• Knowledge Preservation: Senior team member expertise is captured
• Consistent Training: Same knowledge available for future hires
• Process Documentation: Standard operating procedures are recorded

Use Case 5: Meeting Follow-ups and Decisions

• Email meeting summaries to Eloquens AI
• Include decisions, action items, and rationale
• Perfect for board meetings, strategy sessions, policy changes

Advanced Strategies

Bootstrap Phase (First 30 Days)

• Add AI to your monitored addresses
• CC AI on all customer interactions
• Email AI with existing knowledge/processes

• Include AI in team discussions
• Forward important vendor communications
• Document edge cases and exceptions

Ongoing Maintenance

• Assess what knowledge gaps remain
• Identify key conversations to include AI in
• Review and approve pending Q&As promptly

• Include AI in strategic planning emails
• Document policy changes and decisions
• Update AI with seasonal/cyclical information

What Happens Behind the Scenes

When an Email Arrives

1. Source Validation: System checks if the sender is in your monitored list
2. Content Analysis: AI analyzes the email thread and your workflow's response
3. Knowledge Extraction: Identifies questions, answers, decisions, and key information
4. Deduplication Check: Compares against existing Q&A knowledge to avoid duplicates
5. Storage: Creates Q&A pairs with "PENDING " status in your knowledge base
6. Notification: Sends alerts to configured recipients (if enabled)

Privacy and Security

• Selective Monitoring: Only emails from specified addresses are processed
• PII Protection: Automatically removes sensitive information before processing
• Approval Required: No Q&A becomes active without human review
• Audit Trail: Tracks who created and approved each Q&A pair

Managing Auto-Generated Q&As

Where to Review Q&A Pairs

1. Go to Knowledge AI → Q&A tab in your workflow
2. Look for items with "Pending Approval" badges
3. Items marked with "EMAIL" source were auto-generated

Review Options

• ✅ Approve: Makes the Q&A active in your knowledge base
• ✏️ Edit: Modify question or answer before approval
• ❌ Discard: Remove if not valuable or accurate

• Select multiple pending items
• Approve Selected: Approve multiple Q&As at once
• Discard Selected: Remove multiple items efficiently

Quality Indicators

• Source: Shows it came from email auto-extraction
• Participants: Shows who was involved in the conversation
• Date: When the knowledge was captured
• Original Context: Links back to the source conversation

Best Practices

Choosing Monitored Email Addresses

• Quality over Quantity: Monitor trusted, knowledgeable sources
• Include Your AI: Add your workflow's email to learn from direct communications
• Regular Review: Periodically assess if monitored addresses are still valuable
• Role-Based Selection: Include people in roles that generate valuable knowledge

Proactive Knowledge Building

• Start Early: Include AI from day one to build knowledge quickly
• Be Systematic: Use CC/BCC strategically on important conversations
• Document Decisions: Email key decisions and rationale to AI
• Season-Aware: Include AI in seasonal/cyclical business discussions

Effective Management

• Regular Review: Check pending Q&As weekly or bi-weekly
• Quick Decisions: Approve obviously valuable content quickly
• Edit When Needed: Improve clarity or accuracy before approval
• Team Coordination: Ensure multiple people can review and approve

Notification Management

• Balanced Frequency: Avoid overwhelming managers with too many notifications
• Right Recipients: Send to people who will actually review and act
• Follow-Up Process: Establish SLAs for Q&A review and approval

Benefits of Knowledge In the Loop

Automated Knowledge Capture

• Never Lose Insights: Valuable information from emails is automatically preserved
• Reduced Manual Work: No need to manually extract and document knowledge
• Continuous Learning: Your knowledge base grows with every valuable conversation

Quality Control

• Human Oversight: All Q&As require approval before becoming active
• Contextual Review: Managers see the source and can assess relevance
• Edit Capability: Improve accuracy and clarity before approval

Rapid Knowledge Building

• Fast Bootstrap: Include AI in conversations to quickly build intelligence
• Institutional Memory: Capture knowledge that might otherwise be lost
• Proactive Learning: Teach AI before it needs to respond

Team Efficiency

• Instant Notifications: Teams know immediately when new knowledge is available
• Bulk Operations: Approve multiple Q&As quickly when appropriate
• Searchable Knowledge: Approved Q&As become part of your searchable knowledge base