What are Unanswered Questions?
The Unanswered Questions feature is a powerful tool that logs any question a user asks that your bot cannot answer from its existing knowledge base. By reviewing this log, you can easily identify knowledge gaps and create new answers, continuously improving your bot’s effectiveness.
Note: The system automatically scans for and logs unanswered questions every hour. If you are expecting to see a question and it doesn't appear immediately, please check back in a bit.
Why a Bot Says "I Don't Know"
When your bot says it can't answer a question, it's actually a good thing! This is a built-in safety feature to ensure the bot never provides inaccurate or made-up information. Instead of guessing, the bot will:
Acknowledge it doesn't have the answer.
Sometimes suggest related topics it can help with.
Log the question for you to review.
How to Answer a Question
Follow these steps to turn an unanswered question into a new piece of knowledge for your bot.
Navigate to Logs from the main menu and select Unanswered Questions.
You will see a list of all user questions that are waiting for an answer. Find the question you want to address and click the blue Answer button.
In the Create Answer window that appears, the user's question will be pre-filled as the Title.
In the Description field, write a clear and accurate answer to the question.
Use the Folder dropdown to select the correct knowledge base folder to save the new answer in. Note: You will only see folders that are connected to the bot that was asked the question.
Click the blue Save Answer button
Once saved, the question's status will change to Answered, and your bot will now be able to answer that question correctly in the future.
Identifying Answers in Your Knowledge Base
When you browse your "Stored Documents," you can easily see which entries were created from an unanswered question. These entries are marked with a small blue information icon (ⓘ). This helps you distinguish between knowledge that was manually uploaded and knowledge that was created directly in response to a user's question.
Managing Your Unanswered Questions Log
To make managing your log easier, you can use the filters and search bar at the top of the page.
Filtering and Searching
Filter by Status: Use the status filter to switch between New questions (waiting for an answer) and Answered questions (your complete history).
Search: Look for specific keywords within the questions.
Filter by Bot: Narrow down the list to questions asked to a specific bot.
Filter by Date Range: View questions from a specific period.
Best Practice: Review Your Log Regularly
Make it a habit to check your New unanswered questions log. It is the most effective way to discover what your users are asking about and to identify important gaps in your bot's knowledge base.