How Pluno learns
The knowledge sources Pluno answers from, which module reads which source, how Pluno first learns your tickets, and how quickly a change reaches its answers.
Pluno answers from your own knowledge. This page explains what that knowledge is made of, which module reads which part, and how fast a change shows up in answers.
Knowledge sources#
| Source | What it is | How it gets into Pluno |
|---|---|---|
| Past tickets | Solved and closed tickets from your help desk, with the replies your agents wrote | Imported automatically when you connect, then updated daily |
| Help center articles | The articles in your help center | Added automatically when you connect, then refreshed daily |
| Web pages and files | Documentation sites, hosted documents and uploaded files | You add a start URL or upload files |
| Questions and answers | Short answers you write yourself | You add them in the Knowledge Base |
| Confluence and Notion | Your team's internal pages | You connect and select content |
| Team threads and issues | Conversations and issues from the places your engineering and product teams work, such as Slack or Jira | Available once the tool is connected to Pluno |
Everything lives in a knowledge hub. Most workspaces need only the default hub. Add more when you support several brands or products with different content.
Which module reads which source#
| Module | Questions and answers | Web pages and files | Past tickets | Confluence and Notion |
|---|---|---|---|---|
| Deflection AI | Yes | Yes | Yes | No |
| AI Copilot | Yes | Yes | Yes | Yes |
| Troubleshooting Agent | Yes | Yes | Yes | Yes |
| Product Agent | Yes | Yes | Yes | No |
| Quality Assurance | Yes, for criteria set to check the knowledge base | Same | Same | No |
Pluno also searches threads and issues from the places your teams work, such as Slack or Jira, and the live data behind your connected APIs.
Escalation Copilot, AI Tagging & Field Filling and ticket summaries work from the ticket itself. They do not read knowledge sources.
How Pluno learns from past tickets#
Past tickets are usually your richest source, because they hold the troubleshooting steps and edge-case fixes your agents actually used. Pluno learns from a ticket when all of these are true:
- The ticket is solved or closed.
- It was updated in the last 180 days.
- It has at least two messages.
- A human agent replied after the customer's first message.
Pluno keeps the newest 10,000 qualifying tickets per knowledge hub. Each one is anonymized before it is stored. Internal notes and Pluno's own replies are not used.
Newly solved tickets are picked up once a day, so a resolution your team writes today can inform Pluno's answers tomorrow.
How Pluno first learns your tickets#
Pluno starts learning as soon as you connect your help desk. In the app this shows as Training in progress, but no AI model is trained on your data: Pluno reads and organizes your tickets and articles so it can search them. Pluno:
- Imports up to 20,000 tickets created in the last 180 days, newest first.
- Adds the help center of every brand as a source.
- Builds its ticket knowledge from the tickets that qualify.
Pluno limits how fast it imports so it never overloads your help desk's API. How long this takes depends mainly on how many tickets you have.
While this runs, you see Training in progress in the Pluno web app and a matching message in the help desk sidebar. The person who connected the help desk gets an email with the subject Pluno has finished training when it is done.
| While Pluno learns | Status |
|---|---|
| Knowledge, workflows, Reporting, Ticket & Chat history | Available |
| Escalation Copilot, ticket summaries, AI Tagging & Field Filling | Available |
| Ticket deflection, Messaging deflection, Deflection settings, Topics & Trends | Locked until it finishes |
| AI Copilot answers and Draft reply with Pluno in the help desk | Available once it finishes |
Tickets in groups you list under Data Privacy are never imported. See Data privacy settings.
How Pluno picks its sources for an answer#
For each question, Pluno searches by meaning inside one hub: the hub assigned to the ticket's brand, or the default hub. It takes the closest matches of each source type and answers from those.
When sources disagree:
- Deflection AI trusts your questions and answers first, then web pages, then past tickets. If the information is ambiguous or contradictory, it escalates to your team instead of guessing.
- AI Copilot prefers the most recent and most relevant sources, and shows your agent what it used.
- Troubleshooting Agent shows you the conflict instead of choosing a side.
Workflows are not knowledge. They are instructions Pluno must follow on every answer in that hub. See Write Deflection workflows.
How long a change takes#
| Change | Reaches answers |
|---|---|
| Add, edit or delete a question and answer | Almost immediately |
| Delete an item from the Knowledge Base list | Immediately |
| Add or change a web page, refresh a source, or upload a file | When the crawl finishes, which can take up to 4 hours |
| A ticket is solved or closed in your help desk | After the next daily update |
| Change your Confluence or Notion selection | After the next daily sync, or right away with Train Pluno |
| Edit a workflow | Immediately |
If updates are paused#
If your trial has ended and you are not on a paid plan, the Knowledge Base shows Automatic knowledge updates paused. Pluno keeps the knowledge it already has, but stops learning from new tickets until you contact the Pluno team.
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