Improving answers: Unanswered & Training
The two feedback loops that make your bot smarter every week — no-answer questions and thumbs-down corrections.
A bot is never "done" — it improves through two loops the dashboard maintains for you.
The Unanswered tab
Every time the bot can't answer a real visitor and falls back, the question is logged here (test-chat questions are deliberately excluded). Duplicates are grouped so a popular missing answer doesn't flood the list. For each question you can:
- Answer it — write the answer once and save it as a Q&A knowledge pair; the bot handles it forever after.
- Retest — after adding knowledge, re-ask the question right there and confirm the bot now answers before you close it out.
- Draft with AI — get a suggested answer draft to edit rather than starting from blank.
Make this a weekly 10-minute habit: it's the highest-leverage maintenance your bot has.
The Training tab
The Training Studio is part of the Growth plan and above. When a visitor gives an answer a thumbs-down, the conversation shows up here for review. For each case you see the question, what the bot said, and why the answer failed — whether knowledge was missing entirely or existing knowledge was wrong. Then:
- Correct it — write what the bot should have said; the correction is saved as knowledge.
- Test the fix — verify immediately that the corrected answer is now served.
Knowledge Gap Analysis
For a bigger-picture view (Growth plan and above), the knowledge-gap analysis clusters your unanswered questions by topic and ranks which content gaps hurt most — useful when you're deciding what page to write next.