Answer the questions your assistant could not

When a customer asks something your knowledge does not cover, the agent does not guess: it says a person will confirm, and the question is saved as a gap. Answering a gap adds a question-and-answer pair to the knowledge base, so the next customer who asks gets the answer.

Before you start

• You are an owner or an admin.
• A knowledge base attached to at least one agent (see Build a knowledge base your agents answer from).

Steps

1. Open AI Agents › Knowledge. A base with open gaps says so in its line, for example "4 sources · 2 unanswered questions".
2. Press the base to open it.
3. Press the Gaps tab. When there are open gaps the tab shows the number, for example Gaps (2).
4. Read each question. Under it you see the channel it came in on and the date. Press Open the conversation to read the whole thread first, if the question needs context.
5. Press Answer under a question.
6. Type the answer under Your answer, the way you would want it quoted. Example for Wick & Ember Candle Co.: "Yes, we post UK-wide. Orders before 2pm leave the same day; delivery is £3.95, free over £40."
7. Press Save answer. A message says "Answered. The assistant can use it from now on." The question now shows answered.
8. Optional: switch to Test what it would find on any source tab, type the same question and press Test to check it is found.

What happens next

Your answer is saved as a question-and-answer source in the same base and read straight away, then the gap is marked answered. Every agent that uses this base can quote it from now on.

The original customer is not sent anything by saving an answer. If they are still waiting, reply to them in Conversations.

For agencies

Gaps are a good weekly check for each client. Open the client (Sub-accounts › Open), then AI Agents › Knowledge, and look for bases with unanswered questions.

Troubleshooting

The Gaps tab says "Nothing yet." No customer has asked anything this base could not answer, or no agent that uses this base has had a message yet.

There is no Answer button. The gap is already answered, or you are a member. Only owners and admins can answer gaps.

There is no Open the conversation link. The question came from somebody who is not a contact, so there is no thread to open.

I answered it, but the agent still says a person will confirm. Check the base is ticked under Knowledge the assistant may use on that agent, and that the new source shows Ready. Then ask the question in the agent's Try it.

The same question keeps coming back in slightly different words. Answer it once more with the other wording in the question, or add a fuller Text source on the subject.

Related

• Build a knowledge base your agents answer from
• Set up the inbox assistant to draft your replies
• Read agent logs and usage