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When the assistant can’t find an answer in the knowledge base, it sends the fallback message and saves the question here. Similar questions are grouped, with how often they were asked.
Unanswered questions: how often (1) and add an answer (2)

Unanswered questions: how often (1) and add an answer (2)

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Answer a question

1

Click Add answer (2)

Write the answer the way you’d say it to a customer.
2

Save

The answer becomes an FAQ entry. From now on the assistant answers it.
3

Reply to the people who asked

You can send the answer to everyone who asked it in the last 7 days, so nobody is left waiting.
Questions that don’t need an answer (spam, off-topic) can be hidden.
Business owners see this list in their portal as Questions to answer. Their answers become FAQ entries too, so the client can teach the assistant without your help.
Sort by asked most once a week. The top three questions are usually worth an FAQ, a starter question, or both.