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Knowledge › Unanswered lists the questions your agent couldn’t answer, across phone, chat and email. Questions that mean the same thing are grouped together, so twenty people asking about refunds on annual plans in twenty different ways is one line, not twenty. Write the answer once and the agent gives it from then on. The agent’s Overview shows the three most-asked ones in a What it couldn’t answer card once there are any.

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What counts as unanswered

A customer’s message of at least 15 characters where:
  • the agent searched its knowledge and found nothing, or
  • the agent said it didn’t know, or offered to pass the question on, or
  • the customer rated the reply down in chat.
Short messages like “thanks” or “ok” are never counted, and neither are your own test calls from Preview. Asking for a person isn’t a gap on its own either. But if a conversation with a gap in it ended with a message taken, handed to your team, or an unhappy customer, the gap says so, for example “2 message taken”. Questions appear here a little while after the conversation ends: within about an hour for chat and email, which count as ended after half an hour of quiet, and within about half an hour of the end of a call.

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Read one

Each line shows:
  • the question, how many times it was asked and in how many different ways;
  • what else happened in those conversations;
  • the latest examples: what the customer said before, what they asked, and what the agent said back, with View conversation to read the whole thing.

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Write the answer

Click Write the answer. The question and the ways customers actually asked it are already filled in. Write the answer and click Save answer. It’s saved as a Q&A answer and used straight away, ahead of your pages and files. The question moves to Answered.

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Check it worked

On the Answered list, each question shows:
  • N of N ways of asking now get your answer. Within about 15 minutes of saving, every way it was asked is tried again. If some don’t get your answer, add them to the answer’s other ways of asking. Click Check again to re-run it.
  • Not missed since, or Still missed N times since. If customers keep getting no answer after you wrote one, those questions are grouped here too, and the answered questions that still miss are listed first.

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Ignore one

Some questions aren’t yours to answer: a competitor’s product, a job application, spam. Click Ignore to take it off the list. New questions that mean the same thing join it on the Ignored list instead of coming back. Click Put it back to undo.