Reading your twin's conversations, you'll sometimes see a reply you'd phrase differently, or one that missed what the shopper needed. "Improve this answer" fixes it in place: what you save becomes your answer in Knowledge, and the twin uses it for every similar question from then on.
Where to start
There are two ways in, both on the Conversations page:
- From a transcript. Open a conversation with "View". Under each of the twin's replies is "Improve this answer".
- From "Answers that missed". Answers that shoppers (or their AI agents) rated 👎 are collected at the top of the page, each with the shopper's question, the twin's answer and — if the shopper said — what was missing. Every one has "Improve this answer" right there. Improving it clears it from the list.
On Home, the weekly summary links straight there when answers are waiting, for example "2 answers to improve".
The twin's lasting draft
You never start from a blank box. When you click "Improve this answer", the twin first rewrites its own reply into a lasting answer — you'll see "Writing a lasting answer from this reply…" for a moment. The draft keeps what stays true (facts, reasoning, what fits whom, what to ask the shopper) and leaves out what changes: prices, stock, offers and the shopper's cart. If the shopper said what was missing, the draft works that in.
You then edit two fields:
- "When a shopper asks" — the question, as one short, self-contained question.
- "The twin should say" — the answer.
"Only you know this"
Sometimes the right answer depends on a fact only you have — how long a repair takes, whether you stock a part in store. The draft doesn't bury those as placeholders in the text. They appear as separate fields under "Only you know this", above the answer. A few words are enough; the twin works them into the answer when you save. Leave a field empty to skip it.
Warnings about what goes stale
If your answer mentions a price, stock status, one of your discount codes or the shopper's cart, a note lists them: these change over time, and the twin already gets them live from your store. Consider leaving them out. A saved answer that says "only 3 left" or "use code SPRING10" will be wrong long before the answer itself is.
Saving
Click "Save answer". From then on the twin uses your version, and if your answer also settles an open question from "Questions shoppers asked", that question is marked answered. The reply in the transcript shows "Improved" with your answer under "From now on:", and "Edit" lets you change it again later. You'll find the answer in Knowledge with your other answers.
What to write, and what to leave out
Write it the way you'd answer any customer asking this, not just this one shopper:
- Do say what fits whom and why: "For anglers new to drop-shotting, a medium-light spinning rod is the easier start."
- Do say what to ask first: "Ask the shopper's height and weight before recommending a ski length."
- Do include your own policies and experience: what you'd tell someone at the counter.
- Leave out prices, stock levels, discount codes and anything about one particular cart. The twin reads those live.
To answer questions the twin couldn't answer at all, see The knowledge map and open questions.