Skip to main content
Knowledge gaps show you questions your agent couldn’t confidently answer — a feedback loop for continuous improvement.

​
What are Knowledge Gaps?

When your agent encounters a question it can’t answer from existing knowledge, it’s logged as a gap. This helps you:
  • Identify missing documentation — See what’s not covered
  • Understand customer needs — Learn what customers actually ask
  • Prioritize improvements — Focus on high-frequency gaps first

​
Viewing Gaps

Navigate to Train → Knowledge → Gaps to see:
ColumnDescription
QuestionThe topic or question that wasn’t answered
FrequencyHow many times this gap occurred
Last SeenWhen it most recently happened
StatusOpen, addressed, or dismissed

​
Filling Gaps

​
Create an Article

The fastest way to fill a gap:
1

Find the Gap

Browse the gaps list or sort by frequency.
2

Click Create Article

Click the Create Article button on the gap.
3

Write the Answer

The question is pre-filled. Write a comprehensive answer.
4

Save

Save the article. The gap is automatically marked as addressed.
If the answer already exists somewhere:
  1. Click on the gap to view details
  2. Click Link Article
  3. Search for and select the existing article
  4. The gap is marked as addressed

​
Dismiss

If the gap isn’t relevant:
  1. Click on the gap
  2. Click Dismiss
  3. Add a reason (optional)
Dismissed gaps won’t reappear.

​
The Feedback Loop

Gaps create a continuous improvement cycle: 
Customer asks question
        │
        ▼
Agent searches knowledge
        │
        ▼
No confident answer found
        │
        ▼
Gap is logged
        │
        ▼
You review the gap
        │
        ▼
Create article with answer
        │
        ▼
Future questions are answered ✓

​
Prioritizing Gaps

​
By Frequency

Sort by frequency to address the most common gaps first. High-frequency gaps have the most impact when filled.

​
By Recency

Sort by last seen to address current, active gaps. Recent gaps might indicate new features or emerging issues.

​
By Impact

Consider which gaps are most important to your business:
  • Revenue impact — Questions about purchasing, pricing
  • Satisfaction impact — Frustrating issues that affect experience
  • Support load — Questions that frequently escalate to humans

​
Gap Analysis

Review aggregate gap data to identify patterns:
  • Categories — Which topics have the most gaps?
  • Trends — Are gaps increasing or decreasing?
  • Sources — Which channels generate the most gaps?

​
Best Practices

​
Regular Review

Schedule time to review gaps:
  • Daily: Quick scan for urgent gaps
  • Weekly: Address top gaps by frequency
  • Monthly: Analyze patterns and trends

​
Quality Over Quantity

Write thorough articles that fully address the gap:
  • Answer the specific question
  • Anticipate follow-up questions
  • Include edge cases

​
Involve Experts

For complex topics:
  1. Export gaps to share with subject matter experts
  2. Have them provide accurate information
  3. Create articles from their input

​
Track Progress

Monitor your gap metrics:
  • Total open gaps
  • Gaps filled this week/month
  • Gap frequency trends

​
Next Steps

Create Custom Knowledge

Write articles to fill gaps

Knowledge Overview

Learn more about knowledge management