Every conversation your team resolves gets read for anything worth keeping. What comes out is a learning: a small, reusable fact airys can answer from next time.
This is the loop that makes month six easier than month one. It only runs on resolved conversations, which is the practical reason to resolve them.
Reading them
Learnings lists everything airys has picked up, newest first, with the conversation it came from.
Read this list now and then. It is the clearest picture you will get of what customers actually ask — often things you would never have thought to write an article about.
Editing and deleting
A learning is editable. Fix a detail, sharpen the wording, or delete it if it was never true.
Delete anything that was only true once: a discount you gave one customer, a delivery exception for one order. A learning is a rule airys will apply again.
When a learning should be an article
If you see the same learning answering a lot of questions, write the article. Articles are better: customers can read them on your help site without asking anyone, and you control the wording exactly.
Learnings fill the gaps between your articles. They are not a substitute for writing.