What are knowledge gaps, and how do I fix them?

When your AI genuinely cannot answer a customer's question, it says so honestly. On your Knowledge Base page you can see exactly which questions it missed over the last 30 days, so you know precisely what to add.

See your knowledge gaps

Open Knowledge Base. If your AI has missed anything recently, a Knowledge gaps card appears near the top, showing how many questions it could not answer in the last 30 days, and, where it applies, how many of those needed a human because it missed the same kind of question twice in a row.

Each gap shows the question your customer asked. Before it is saved, phone numbers, email addresses, card numbers and other long numbers are hidden, so you see [PHONE], [EMAIL] or [NUMBER] in their place. Names and street addresses are not hidden, so keep that in mind. If a gap came from an inbox you are not a member of, you see when it happened but not the question. Some older gaps show only the conversation number. Each gap also has a View in inbox link, so you can read the whole conversation.

Close a gap

Read the question, or the conversation if you need more, then add a knowledge base entry covering what was missing, see How do I add something to my knowledge base by hand? Or start from a suggested answer, below. Adding the entry is the fix.

Suggested answers

Each night your AI looks back at the day before and drafts answers for you to check. It drafts from questions it could not answer, from questions the nightly review of your AI's conversations found your knowledge base does not cover, from replies your team sent after a conversation was handed to them, and from AI drafts your team corrected before sending. They appear in a Suggested answers card on your Knowledge Base page. Nothing in a suggestion reaches your customers until an admin accepts it.

Press Review to read and edit a suggestion, then Accept and add to turn it into a knowledge base entry, or Dismiss to drop it. A draft built from a question nobody answered puts the details only you know in square brackets, like [insurance plans]: replace them before you accept, or it will not save. A question several customers asked shows how many times, and a dismissed question does not come back on its own.

Under Answers you added, each accepted answer shows whether your AI has missed the same question since. If it misses it twice, a new suggestion appears marked "Your earlier answer didn't fully cover this", so you can improve it. Its button reads Accept and update: accepting it rewrites your earlier entry instead of adding a second one. If you cannot open an inbox, you see a suggestion from it without its question, title or drafted answer.

A better example conversation

Your AI copies the style of the example conversation in its settings. Once a week, the Suggested answers card can also offer one of last week's conversations your AI handled well on its own: it finished the job (it resolved the conversation, booked an appointment, or sent a booking or payment link), nobody on your team stepped in, the customer did not rate it below 4 stars, and the nightly review did not flag it.

You see it beside the example your AI uses now. Press Use this example to make it your AI's new example, or Dismiss to drop it. Only an admin can do either. It shows the start of the conversation, at most six messages, with phone numbers, email addresses, card numbers and other long numbers hidden. Names are not hidden, so read it before you use it. There is only one suggested example at a time, and the next can appear the week after you decide. If you cannot open the inbox it came from, you do not see the conversation. If you delete the customer it came from, it is also removed from your AI's settings, unless you have changed it since.

If it says "No knowledge gaps"

That is a good sign, not a broken feature: your AI has not hit a dead end in the last 30 days.

Flagging a gap yourself

If you spot something missing or wrong while browsing, even if the AI has not flagged it yet, click Flag a gap and describe it in a note. Your admin sees it in the audit log. This works even if you only have read access to the knowledge base.