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Chat History is where you read what actually happened. Written conversations are here, with your receptionist’s own assessment of how each went. This is the screen that closes the loop: she reports what she could not answer, and you add it to Training.

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What is on the screen

A list of conversations, newest first. Open one and you see the full exchange, plus:
  • How she graded herself against the quality criteria you set
  • What was missing when she fell short — the topic, not just a flag. The Knowledge Check keeps two things apart:
    • Already in your documents — just hard to find names the document and quotes the sentence that answers the question, so you know which wording to strengthen.
    • Not in your documents yet lists the topics to add, with Mark as Trained for once you have added them.
  • What the guest thought, where they told her
Conversations she handled cleanly are marked as such. The ones worth your time are the ones that were not.

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What you do here

1

Filter to what needs attention

You are not here to read every conversation. You are here for the ones she flagged.
2

Read the exchange, not just the verdict

The transcript usually shows you how the guest asked, which is often why she missed it — guests rarely use your internal words for things.
3

Decide what it means

Most flags mean a document is missing. Some mean a document exists but does not use the words a guest would. A few mean the guest asked something no hotel could answer.
4

Fix the document, not the conversation

The conversation is over. The document is what you can change.
Read this weekly, not daily. A week gives you enough conversations to see a pattern. The same missing topic three times is a much clearer instruction than one flag on a Tuesday.

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What happens next

Apart from Mark as Trained, nothing changes from this screen. It is where you decide what to change somewhere else — almost always a document in Training. Mark as Trained marks the conversation Trained and takes it out of the Training Opportunities count on your Dashboard. How she graded the conversation stays as it was.