When someone in your organisation asks the AI Assistant or the Knowledge Assistant a question and it cannot find the answer in your Knowledge Base, that question is recorded. The Unanswered questions screen collects those questions in one place, so you can see what your team is looking for and write the articles that are missing.
To open it, select Knowledge Base, then choose Unanswered questions in the menu on the left. Anyone with the View Knowledge permission can see the list. Each entry is the question the assistant could not answer, written out from the chat, so its wording may differ from what your colleague typed. Creating or updating an article from the list, and marking a question resolved or reopening it, needs the Edit Knowledge permission.
When a question appears
A chat is only reviewed once it has gone quiet, because until then the person may still be getting their answer. A question therefore appears about a day after the last message in the chat, not while the conversation is still going. If nobody has used either assistant yet, or every question so far has been answered, the list is empty.
When several people ask the same thing, the question is listed once and shows how many people asked it. The questions asked most often are listed first, because an article that answers one of them saves the most time.
What each question shows
| Item | What it tells you |
|---|---|
| The question | What the person asked, as written out from the chat by the assistant. |
| AI Assistant or Knowledge Assistant | Which of the two assistants the question was asked in. |
| People asked for this | How many separate chats asked the same thing. It only appears once more than one person has asked. |
| Suggestion | A short note on what information is missing from your Knowledge Base. |
| Recommended article | An existing article that covers the subject but not this question, when there is one. |
Acting on a question
- Read the question and the suggestion beside it, and decide whether it is worth an article. A question about one customer or one day is usually not.
- If the suggestion names an existing article, select Update article. The article opens in the editor so you can add the missing part to it.
- Otherwise select Create Article. A new, empty article opens; the question is not copied into it, so note the wording before you leave the list.
- Save and publish the article in the usual way.
- Return to Unanswered questions and select Mark resolved on the question, so it leaves the list.
Marking a question resolved, and undoing it
Mark resolved takes a question out of the list. Nothing is deleted. To see the questions you have resolved, turn on Show resolved at the top of the screen; select Reopen on a question to put it back in the list.
A resolved question stays resolved until somebody asks it again in a new chat. If they do, it returns to the list with the new count, which usually means the article did not answer it, or that people cannot find the article. Check its title and its category before writing another one.
Questions about Gorilla Dash itself
Not the same as Knowledge Gaps
Two other screens do a similar job from different sources. Knowledge Gaps in Support Tickets suggests articles from the tickets your customers send, and the Knowledge Gaps tab on a website chatbot lists the questions visitors to your website asked it. Unanswered questions only covers the chats your own team has with the AI Assistant and the Knowledge Assistant.