Overview
KB gaps & analytics collects the questions the assistant handed over because it did not know, or answered without anything to back it up. Your team's replies in the inbox show up next to them, ready to approve.
What you will achieve
- Read the four numbers at the top of the page.
- Review questions the assistant could not answer.
- Approve an answer so the assistant learns it.
Who this guide is for
Owners and admins who keep the knowledge base up to date.
Before you start
- The Pro or Business plan.
- Some customer conversations: the page is empty until the assistant has replied to customers.
Read the page
Step 1: The four numbers
The cards at the top 1 count questions the assistant Couldn't answer (handed over or answered weakly), answers Corrected by your team and waiting for review, Answers learned into the knowledge base, and the share Resolved without a person over the last 30 days.
Open full sizeKB gaps & analytics, before any conversations.
- 1Numbers
- 2Couldn't answer, Corrected, Learned
- 3What is waiting
Step 2: Work through the tabs
The tabs 2 split the list. Couldn't answer holds questions with no good answer yet. Corrected holds answers your team wrote in the inbox, waiting for you to approve. Learned shows what the assistant has already learned. When a tab is empty it says Nothing waiting 3.
Teach the assistant
Step 3: Approve an answer
Approve an answer and the assistant learns it: it goes into the knowledge base and the assistant uses it the next time a customer asks.
This test account had no conversations, so the review screen for a single question was not captured. The page header describes the flow: approve an answer and the assistant learns it.
Expected result
You know which questions the assistant struggles with, and each approved answer makes the next reply better.
Troubleshooting
Every number is 0.
The page fills as the assistant replies to customers. A new account, or one with no channel connected, shows zeros and Nothing waiting.
Resolved without a person shows a dash.
There were no replies in the last 30 days, so there is nothing to measure yet.
Still stuck?
A real person answers every message. Tell us the page you were on and what you saw.