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 has a View in inbox link, so you can read the actual conversation and see exactly what was asked.

Close a gap

Read the conversation, then add a knowledge base entry covering what was missing, see How do I add something to my knowledge base by hand? There is no button to close a gap directly from this panel, adding the entry is the fix.

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.