Questions Tool

The Questions tool tracks all questions your chatbot receives and identifies which ones it cannot answer. This unique Knowledge Gap Detection feature helps you systematically improve your chatbot's knowledge base.

Configuration

How It Works

1. The chatbot records every question it receives during conversations
2. Each question is automatically classified:
   • Answerable — The chatbot found relevant information in its data sources
   • No Information — The chatbot could not find an answer (knowledge gap)
3. You review unanswered questions and add the missing information

Managing Questions

Questions are managed in the Questions Dashboard where you can:

• View all tracked questions with their classification
• Filter by chatbot, language, classification, or search term
• Add information directly — Write text or upload a file to fill knowledge gaps
• Track which topics generate the most unanswered questions

Adding Missing Information

When you find an unanswered question, you can add the missing information directly from the Questions dashboard:

1. Find the unanswered question
2. Click to expand it
3. Either:
   • Enter text in the "Add Information" field (free text, no character limit)
   • Upload a file (TXT, PDF, DOCX, MD, XLSX)
4. The new information is added as a data source for the chatbot

Best Practices

• Review unanswered questions weekly — This is the fastest way to improve your chatbot's accuracy
• Prioritize frequent questions — Address commonly asked unanswered questions first
• Use the Questions tool as a content roadmap — It tells you exactly what content your visitors need
• Combine with Analytics — Cross-reference unanswered questions with session data to understand impact