Track Chatbot Questions & Knowledge Gaps
Analyse Questions
The Analyse questions card logs the questions your chatbot receives and tags whether it found an answer in your content or came up empty. Those empty ones are your knowledge gaps: the questions visitors ask that your data doesn't cover yet, for example "Are you open on Saturdays?". It's the fastest content roadmap you'll get, because it tells you exactly what to add.
Configuration
Open Dashboard → your assistant → Functions. The Analyse questions card is in the group Get better. Its settings appear once the switch next to the card title is on.
| Setting | Description | Default |
|---|---|---|
| Switch next to Analyse questions | Activates question tracking for this chatbot. | Off |
| Also log answerable questions | Also logs the questions the chatbot could answer. This may slightly slow down response times because every question needs to be logged. | On |
| Receive email notifications for new questions | Sends an email only for questions the chatbot could not answer. | On |
| Recipients | Type an address and press Enter. Leave empty to notify your account email. Adding recipients requires a paid plan. | Empty (account email) |
The View collected questions button at the bottom of the card opens the Questions Dashboard.
How It Works
- The chatbot records the questions it receives during conversations. With Also log answerable questions off, it keeps only the ones it could not answer
- 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)
- 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:
- Find the unanswered question
- Click to expand it
- Either:
- Enter text in the "Add Information" field (free text, no character limit)
- Upload a file (TXT, PDF, DOCX, MD, XLSX)
- 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 "Analyse questions" 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