Past answers

The answer to every question you run through Conveyor's Questionnaire Automation is stored in the "Past Answers" section of your Knowledge Base. From this view, you can inspect and control which of the past answers are "reusable," which means:

• The answer should influence future answers of ConveyorAI;
• The answer should show up in search results for one-off searches

The benefit of reusable Past Answers is that, whenever you answer new questions or make edits to a ConveyorAI answer, ConveyorAI will automatically improve based on those edits. Furthermore, it improves without adding more content to your Curated Q&A pairs and increasing the amount of content you have to maintain. And as if that weren't enough: Past Answers are "sanitized," which means they're stripped of customer-identifiable information before they're stored.

🎥 See this video to learn more. 🎥

To see your Past Answers, navigate to your Knowledge Base tab, and click "Past Answers":

🧠

ConveyorAI marks edited past answers as reusable, by default.

Why? Reasoning is if the reviewer chose to make edits (factual or style), it is something ConveyorAI should remember and learn from for future questionnaires.

Enabling or disabling Past Answers for ConveyorAI

You have the option of enabling or disabling ConveyorAI's reliance on Past Answers for answer generation. Just click on the Gear Icon on the "Manage Sources" section of the Questionnaires index.

If you opt-out of using Past Answers for answer generation, your "reusable" Past Answers will still show up for reference when you run a one-off search, and underneath the "Sources" pane in questionnaires.

Marking answers as "reusable"

With a few exceptions, ConveyorAI will automatically mark any answer as "reusable" if:

• A human edits the AI-generated answer, or
• ConveyorAI did not return an answer, and a human answers it

The "exceptions" are questions that ConveyorAI determines to be too specific to be reusable, such as "Respondent name," which is likely to vary questionnaire-to-questionnaire.

Editing which answers are "reusable"

You can mark or unmark answers as reusable within a given questionnaire. However, if you need to audit all reusable questions, you can:

• Navigate to the Past Answers section of your Knowledge Base
• Click the "Filter" icon
• Expand the "Reusable" category
• Select "Yes" to display all answers that are currently marked as Reusable.

You can take bulk-actions on questions in your Past Answers by selecting some (or all), then clicking "Update Properties" in the lower-right of your screen.

Together, these controls give you full visibility into which answers ConveyorAI is learning from — and how that knowledge stays up to date automatically.

More about how ConveyorAI maintains Past Answers

ConveyorAI keeps your Knowledge Base accurate by automatically managing conflicts and outdated content across sources.

• Prefers the newest version: When ConveyorAI detects conflicting information (for example, a policy update), it uses the newer source. If the older one is a Past Answer, ConveyorAI automatically turns off its “reusable” status — keeping Past Answers clean over time.

• Flags outdated Curated Q&As: If a conflict involves a Curated Q&A, ConveyorAI flags it under the Knowledge tab for SME review. These aren’t auto-updated since Curated Q&As are shared on your Trust Center, where human review is preferred.

• Respects user roles: For reviewers with read-only custom roles, any edits they make will not mark answers as reusable. This ensures only authorized updates influence ConveyorAI learning.

• Combines sources intelligently: ConveyorAI uses both Curated Q&As and Reusable Past Answers when generating responses. When they conflict, the newer source is preferred.

Bulk Uploading Past Answers

If you have past answers from questionnaires completed outside of Conveyor, you can bulk upload them by going to your Knowledge Base and clicking the Import button. These past answers will automatically be marked as reusable.

Uploaded files should be in CSV or XLSX format, with columns for Question, Answer, and (optionally) Source.
Once imported, ConveyorAI will sanitize any customer names or identifiers automatically. You can monitor upload progress from the Import history panel in your Knowledge Base.

Promoting a Past Answer to a Curated Q&A

Sometimes, a Past Answer is so good that you want to:

• Publish it to your Trust Center, or
• Assign an owner to it and keep it up-to-date

To do so, just click the Star under "Actions" on the far-right of the Past Answers table.

Auto-sanitization of customer names

When ConveyorAI detects customer names or anything that is potentially customer-identifiable, that answer will be "sanitized" when it is stored in your Past Answers. Hover your cursor on the sparkles to view the original, un-sanitized answer.

Please note: sanitization occurs on a slight delay from the moment the answer is marked as "Reusable." If you see the following message, that means your answer is queued for sanitization.