Unanswerable questions
Questions where the assistant said it didn't know, found no results in search, or handed over to an agent are listed grouped by the last 30 days.
- Company administrator
What are unanswerable questions?
Questions where the assistant said it didn't know, found no results in search, or handed over to an agent are listed grouped by the last 30 days. Who can do this: Company administrator. If a new unanswerable question arrives on a topic you closed, the group is re-listed; this indicates information is still missing. In the left menu, click Content → Unanswerables.
Steps
In the left menu, click Content → Unanswerables.
Similar questions are grouped together; above the group, its shortest expression and how many times it was asked are shown. You can view the conversation with Open last chat.
Click Add answer to knowledge base; the Knowledge screen opens with the question pre-filled, write the answer and save.
To close the group, click Solved or Ignore.
