Answer bank and knowledge gaps

No knowledge base is perfect on day one. Buddy collects the questions your agent struggled with and turns them into a review queue. When you answer one, the agent uses your answer from then on. A few minutes a week keeps your agent improving.

The answer bank

Open an agent and go to the Answers tab. The Answer bank lists question-and-answer pairs with a status:

Filter the list with All, Pending, Approved and Rejected, or search questions and answers. The Source column shows where each entry came from:

• Manual: added by someone on your team with Add answer.
• From thumbs-down: a visitor gave an answer a thumbs down. Repeat reports of the same question show a count such as “3× reported”, along with the visitor's comment.
• From knowledge gap: answered from the Knowledge gaps report (below).
• From inbox: corrected from a conversation in the inbox (below).

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Review a suggestion

1. Click Pending to see what's waiting

2. Open the entry and write or fix the answer

   Visitor question is how visitors ask it. Answer is what the agent should say. Suggestions from thumbs-down start with an empty answer. Write it the way you'd reply to a customer.

3. Click Save & approve, or Approve from the list

   The answer is live immediately. To take an approved answer back out of use, click Unpublish (reject).

Approved answers are stored as pinned Q&A in the agent's Corrections knowledge source, which you'll see on the Knowledge tab. You manage them here, on the Answers tab, rather than there.

Knowledge gaps

Go to Analytics → Knowledge gaps. This report collects the questions the AI couldn't answer well: unsure replies (below 50% confidence), “I don't know” fallbacks and answers that got a thumbs down. Questions with similar wording are grouped, and the most-asked groups come first. For example, “is acme cam waterproof?” and “can I use the Acme Cam outside” appear together.

1. Click Add answer on a gap

2. Write the answer and save it

   If you're an owner or admin, it's live right away (“Answer saved — the agent uses it from now on.”). Otherwise it goes to the answer bank for review. The gap disappears from the report either way.

Not every gap is real. For example, “what's the weather?” isn't something you need to answer. Click Dismiss (not a real gap) and those questions won't show up again.

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Correct an answer from the inbox

When you spot a wrong or weak AI reply while reading a conversation, fix it on the spot. See Inbox and human takeover.

1. Click Correct this answer under the AI message

   The question is filled in from the visitor's message, and the AI's reply is shown for reference.

2. Write the correct answer and save it

   The message then shows Saved as answer, or Answer pending review if an admin still needs to approve it.

Replies your team wrote themselves can be reused too: click Save reply as answer on a team reply.

Weekly digest

Every Monday, owners and admins get an email summarising the week for each agent: conversations, AI replies, deflection, thumbs up and down, answers awaiting review, and up to five top unanswered questions. Answer these questions in the email takes you straight to the Knowledge gaps report. The email isn't sent for a week with nothing to report.

To turn it off for the whole workspace, go to Settings → General and switch off Weekly digest. It's on by default.

Troubleshooting