Teach Centrus from a chat

A lesson is one or two sentences that Centrus keeps in mind from then on. It might be a correction, such as the right battery size for a fire panel, a house rule, such as quoting prices excluding VAT, or a personal preference, such as keeping answers short when you are on site. Once a lesson is live, Centrus reads it before every answer it applies to.

You can create a lesson in three ways: from the thumbs up and thumbs down under an answer, by asking Centrus to remember something in the chat, or by hand on the Lessons tab of Settings.

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John MartinContracts09 Oct 10:15

Riverside House P1 responseThanks for the correction. I've drafted a lesson...

John MartinTechnical08 Oct 15:02

Zone 3 panel batteriesThe Zone 3 panel takes two 12V 7Ah batteries...

John MartinPricing07 Oct 11:40

Quote for Mill LaneHere is the quote, with prices excluding VAT.

John MartinSOPs06 Oct 16:20

Gas Safe RAMS for Mill LaneHere is the RAMS template, filled in for...

John Martin

Riverside House P1 response

last message sent: 2 minutes ago

Contracts

What's the response time for a P1 call-out at Riverside House?

10:12

Under the Riverside House service level agreement, a P1 call-out must be attended within 8 hours of the call being logged, 24 hours a day.

Sources:

• • Riverside House SLA 2024.pdf

10:12

1

That's the old contract. Since the 2026 renewal it's 4 hours, 24 hours a day. Please remember that for Riverside House.

10:15

2

Thanks for the correction. I've drafted a lesson for the Contracts tag, so anyone asking about Riverside House gets the 4-hour figure. As you're an admin, it will be used from the next message once you save it.

Save as a lesson?

Remember Riverside House P1 response for this tag.

Riverside House P1 call-outs must be attended within 4 hours, 24 hours a day, under the 2026 contract.

Save lessonNot now

3

10:15

Type a message...

1. 1Thumbs up and thumbs down, under every answer in web chat, open the feedback window.
2. 2Correct Centrus or ask it to remember something in your own words.
3. 3The Save as a lesson? card. Nothing is saved until you click Save lesson.
4. 4Settings, where the Lessons tab lists every lesson for admins and people with Train access.

Lessons are different from the documents you add to Train and from skills. Centrus searches Train documents for the passages that match each question, which suits manuals, contracts and price lists. A lesson is not searched for: it is given to Centrus with every message, so keep it to a single fact or rule. A skill only comes into play when you ask Centrus to make a file. For those, see Upload files and Skills.

Every answer in web chat ends with a row holding the time, a play button that reads the answer aloud, and thumbs up and thumbs down buttons. Either thumb opens Submit feedback and create a lesson. Use thumbs down when an answer was wrong or missed something, and thumbs up when Centrus got something right that you want it to keep doing.

1. 1Click thumbs up or thumbs down under the answer.
2. 2In the box headed What didn’t you like? (or What did you like? for thumbs up), say what was wrong and give the correct information. The box must be filled in.
3. 3Click Generate. Centrus reads the recent conversation alongside your feedback and drafts a lesson.

Centrus drafts the lesson from up to the last 20 messages of the chat, not only the answer you clicked, so name the fact you are correcting. After a moment the window shows the draft:

• Lesson name is a short title of up to 120 characters. It must be different from every other lesson name in your organisation.
• Lesson content is what Centrus will remember, up to 600 characters. The draft is always one sentence that begins The lesson I learnt was. You can rewrite it as a plain statement, which reads better in Settings later.
• Applies to decides whose chats the lesson is used in. Select tag lists only the tags you have, unless you are an admin. Who has to approve each choice is covered under What goes live straight away, below.

Click Save to create the lesson, or Back to change your feedback first. The window closes without a confirmation message once the lesson is saved. If the name is already taken, an error appears and the window stays open, so change the name and save again.

You can also teach Centrus in the conversation itself. Tell it to remember something, or use words such as always, from now on or never again, and it drafts a lesson there and then. Centrus also proposes one when you correct a fact that will matter in later chats. If it spots something worth keeping that you have not asked it to remember, it offers in a line first and only drafts the lesson if you agree.

1. 1In web chat, say what Centrus should remember, for example: From now on, always give quote prices excluding VAT.
2. 2Centrus replies with what it plans to remember and who it is for, and a Save as a lesson? card appears in its answer.
3. 3Check the name and the wording on the card, then click Save lesson. Not now discards the draft and hides the card.

John Martin

Quote for Mill Lane

last message sent: 1 minute ago

Pricing

From now on, always give quote prices excluding VAT and say so next to each price. That's how all our quotes work.

11:38

Understood. I've drafted a lesson for the whole organisation, so every quote shows prices excluding VAT. As you're an admin, it will be used from the next message once you save it.

Save as a lesson?

Remember Quotes are ex VAT for the whole organisation.

All quotes are priced excluding VAT. Always write excluding VAT next to each quoted price.

Save lessonNothing is saved until you click Save lesson

Not now

11:38

Type a message...

Centrus picks who the lesson is for from what you said. Facts about you and your own preferences are personal. Company policies, terms and procedures are for the whole organisation, or for the chat's tag when they only hold in that area. The card says which it has chosen. If the name, the wording or the scope is wrong, tell Centrus, for example Make that for the Contracts tag only, and it drafts the lesson again with a new card. A tag lesson drafted in chat uses the chat's tag, so Centrus cannot make one in a chat that has no tag.

Centrus does not propose lessons for one-off instructions about the task in hand, for things it already knows from its lessons or context, or for anything sensitive, such as passwords or personal details about other people.

The card turns green and reads Lesson saved. It tells you whether the lesson will be remembered from the next message or is waiting for an admin to accept it, and links to Settings › Lessons.

John Martin · Admin

Used from the next message

Lesson saved

Quotes are ex VAT will be remembered for the whole organisation from the next message.

Manage it under Settings › Lessons.

SP

Sarah Price · Office manager

Waiting for an admin to accept it

Lesson saved

Out-of-hours call-out rate is saved and waiting for an admin to accept it before it is used for the whole organisation.

Manage it under Settings › Lessons.

The app then sends a short message on your behalf, such as I've saved the "Quotes are ex VAT" lesson, so that Centrus knows the lesson is in place. Centrus replies to confirm, and that exchange counts as a message like any other.

John Martin

Quote for Mill Lane

last message sent: less than a minute ago

Pricing

Understood. I've drafted a lesson for the whole organisation, so every quote shows prices excluding VAT. As you're an admin, it will be used from the next message once you save it.

Lesson saved

Quotes are ex VAT will be remembered for the whole organisation from the next message.

Manage it under Settings › Lessons.

11:38

I've saved the "Quotes are ex VAT" lesson.

11:39

Sent for you when you click Save lesson

Thanks, that's in place. From now on I'll give every quoted price excluding VAT and say so next to it.

11:39

Type a message...

If you cannot send messages in the chat, for example in a chat shared with you to read, or while Centrus is still answering, no message is sent and a Lesson saved notice appears instead. The card keeps its state, so it still reads Lesson saved when you come back to the chat, and a card you closed with Not now stays hidden.

A draft lesson only lasts 15 minutes. If you click Save lesson after that, you see This draft has expired. Propose the lesson again. and nothing is saved. Ask Centrus to propose the lesson again and use the new card.

Asking Centrus to remember something works on WhatsApp too. There is no card, so Centrus tells you in a line or two what it will remember and who it is for, and asks you to reply yes. Reply within 15 minutes and Centrus saves the lesson and tells you whether it is in use or waiting for an admin.

07:42

CentrusBusiness account

What's my first job today?

07:40

Your first job is the annual fire alarm service at Riverside House, booked for 08:30.

07:40

Remember that I start every day from the Leeds depot, so plan my routes from there.

07:41

I'll remember that you start each day from the Leeds depot. This one is for you personally.

Reply yes to save it.

07:41

yes

07:42

Reply within 15 minutes

Saved. I'll use it from your next message.

07:42

Message

In Microsoft Teams, reply yes in the same way. Centrus may mention a Save lesson button, which Teams does not show, so reply in words. Thumbs up and thumbs down are only in web chat. WhatsApp and Teams conversations also appear in your chat list on the web, where the Save as a lesson? card shows under the answer and works within the same 15 minutes. For more on each, see Message Centrus on WhatsApp and Chat on Microsoft Teams.

Every lesson applies to one person, one tag or the whole organisation. You choose with Applies to in the feedback window and in Settings, and Centrus chooses when it drafts a lesson in chat.

• Personal is called User in Settings. From the feedback window or a chat, a personal lesson is always for you. In Settings, admins and people with Train access can make one for anyone in the organisation under Select user.
• Tag lessons are used in chats that use that tag. On the web, that means the tags chosen for the chat. On WhatsApp and Teams, it is the tag you picked for the conversation.
• Organisation lessons are used in every chat, by everyone.

Choose the narrowest scope that fits. A rule about one contract belongs on the tag that contract's documents use, not on the whole organisation. To see how tags decide who sees what, read Control who sees what with tags.

Whether a new lesson is used at once or waits for review depends on who creates it and who it applies to. The rules are the same whichever way the lesson is made: from feedback, from a chat or in Settings.

Who creates the lessonPersonalTagOrganisation

John MartinAdminLive straight awayLive straight awayLive straight away

DHDylan HughesEngineer, with Train accessLive straight awayLive straight awayWaits for an admin

SPSarah PriceOffice manager, no Train accessLive straight awayWaits for an adminWaits for an admin

• Personal lessons go live straight away for everyone.
• Tag lessons go live straight away when an admin or someone with Train access creates them. Anyone else's wait for review.
• Organisation lessons go live straight away only when an admin creates them.

A lesson that is waiting has the status pending, and Centrus does not use it in any answer until it is accepted. The Lesson saved card in chat tells you when a lesson is waiting. Admins give Train access from Edit users and roles.

Every lesson is listed on the Lessons tab of Settings. Open Settings from the menu on the left and click Lessons. Admins and people with Train access can open it.

• Status is accepted for lessons in use and pending for lessons waiting for review.
• Applied to shows User, Organisation or the lesson's tag.
• Source is Chat feedback for lessons made with thumbs up or down, Chat for lessons saved from a conversation, and Manual for lessons created here.
• Sentiment is positive or negative for feedback lessons, and blank for the rest.
• Saved on is the date the lesson was created. The newest are at the top.

What you see depends on your role. Admins see every lesson in the organisation. People with Train access see the personal lessons they created and the lessons for tags they have. They do not see organisation lessons, including any they submitted themselves, or personal lessons that someone else created for them.

People without Train access do not have a Lessons tab, so once they save a lesson they cannot see, change or delete it, even a personal one. An admin can do it for them on the Lessons tab.

On a phone, the controls stack under the heading and the table scrolls sideways. People with Train access who are not admins see three Settings tabs: Account, Tags and Lessons.

09:41

CentrusDH

Settings

Update your account details

Lessons

Facts and preferences Centrus remembers in chat and WhatsApp. Add one here, or ask chat to remember something.

Search lessonsAllPendingAcceptedPersonalTagOrganisationCreate lesson

Lesson nameStatusApplied toSourceSentimentSaved onActions

Gas Safe number on RAMSpendingSOPsChat feedbacknegative08/10/2026ReviewAcceptDelete

Zone 3 panel battery sizeacceptedTechnicalChat feedbacknegative08/10/2026ViewEditDelete

Leeds depot startacceptedUserChat06/10/2026ViewEditDelete

Pending lessons need checking before Centrus uses them. Admins can review any pending lesson. People with Train access can review pending lessons for tags they have, which appear on their Lessons tab. Only admins see pending organisation lessons.

1. 1Open Settings, click Lessons, and click Pending in the filter to list only the lessons waiting.
2. 2Click Review on a lesson.
3. 3Check the name, the content and who it applies to, and change them if needed.
4. 4Click Accept to put the lesson live, or Reject to delete it.

Save keeps your changes and leaves the lesson pending. The Accept button in the table accepts a lesson as it stands, without opening it, so use Review whenever you have not read the lesson yet.

To add a rule without starting from a chat, use Create lesson on the Lessons tab.

1. 1Open Settings, click Lessons, then click Create lesson.
2. 2Type a Lesson name of up to 120 characters.
3. 3Write the Lesson content, up to 600 characters. Centrus is given the text exactly as you write it, so use one or two plain sentences that make sense in any chat.
4. 4Choose Applies to. For User, pick the person under Select user, which starts on you. For Tag, pick the tag under Select tag.
5. 5Click Create.

You see Lesson created and the lesson appears at the top of the list. The approval rules are the same as anywhere else, so an organisation lesson created by someone who is not an admin waits for review.

Accepted lessons have View, Edit and Delete buttons on the Lessons tab. View opens the lesson read-only, with who submitted it, who it applies to and its source. Edit opens Edit Lesson, where you can change the name, the content and who the lesson applies to. For a lesson made from feedback, you can also change the Feedback title and Feedback description, which record what was said at the time.

Click Save to keep your changes. Centrus uses the new wording from the next message, and an edited lesson keeps its status. Delete asks you to confirm, then removes the lesson for good.

There is no switch to pause a lesson. To stop Centrus using one, delete it, or edit it so that it says what you now want. Admins can edit and delete any lesson, and people with Train access can edit and delete the lessons on their Lessons tab.

Before it answers, Centrus reads every accepted lesson that applies to the chat: the organisation's lessons, the lessons for the chat's tags, and the personal lessons of the person chatting. A new or newly accepted lesson is used from the next message, in web chat, on WhatsApp and in Microsoft Teams.

John Martin

Zone 3 battery swap

last message sent: 1 minute ago

PricingTechnical

Price up a battery swap on the Zone 3 panel at Riverside House: the batteries and an hour's labour.

14:20

Here is the price for the Zone 3 panel battery swap:

• Two 12V 7Ah batteries at £18.50 each: £37.00 excluding VAT
• One hour's labour at £58.00: £58.00 excluding VAT

Total: £95.00 excluding VAT

Sources:

• • Rate card 2026.xlsx

14:20

Follows Zone 3 panel battery size and Quotes are ex VAT

• An answer that follows a lesson does not cite it. Lessons are not listed under Sources, which only shows documents.
• Pending lessons are never used.
• Tag lessons only reach chats that use the tag. If a lesson seems to be ignored, check the chat's tags first.
• Centrus reads up to 50 lessons of each kind, organisation, tag and personal, choosing the most recently accepted. Delete lessons that no longer apply so the ones that matter are always read.

For longer background that every chat should have, such as how your business works or what a tag's documents cover, use organisation context and tag context instead of many small lessons. See Organisation and Tag context.

When a lesson cannot be saved, Centrus tells you why in a message at the top of the screen. These are the ones you are most likely to see:

• A lesson name can be up to 120 characters and lesson content up to 600.
• Lesson names must be unique across the whole organisation, ignoring capitals. That includes other people's personal lessons, which you may not be able to see, so choose specific names. In chat, Centrus picks another name or tells you the fact is already saved.
• A lesson drafted in chat can be saved for 15 minutes.
• The feedback window works from up to the last 20 messages of the chat, and its draft always begins The lesson I learnt was.
• Thumbs up and thumbs down are only in web chat. On WhatsApp and Teams, ask Centrus to remember something instead.
• Anyone can create lessons from feedback or chat. Only admins and people with Train access can open the Lessons tab to review, edit or delete them.