replybek.Docs

Knowledge

Unanswered questions.

Questions the agent couldn't answer from its knowledge, ready for you to answer in one step.

When a customer asks something the agent's knowledge doesn't cover, the agent replies with its fallback message and Replybek saves the question. Repeated questions are grouped, so you see how many times each one was asked.

Where to find them

  • Analytics, at the bottom of the page: the full list, with the agent, how many times it was asked and when.
  • Overview, under Knowledge gaps: the most asked ones, next to sources that failed.

Answer a question

Press Add answer next to a question. The Q&A form opens with the question filled in. Write the answer and press Save Q&A. The question is marked Answer added, and the agent answers it from now on.

Answer one question, and delete one that doesn't need an answer.

Delete a question

Some questions don't need an answer, like a test message or something you'll never offer. Open the ⋯ menu next to it and choose Delete question. It won't come back, even if a customer asks it again.

Tip

Answer the questions asked most often first. A handful of good Q&A answers usually covers most of what an agent was missing.