See what the assistant did not know

The list of unanswered questions

When a customer asks about something the assistant has no knowledge of, it says so honestly — and makes a note of the question.

You will find the list under Settings → Knowledge, below the questions that have been asked.

Why it is worth gold

An unanswered question is not a failure. It is a real customer telling you exactly what is missing from your knowledge — in their own words.

How to use it

1. Read the question.
2. Click Answer next to it.
3. Write the answer.

The answer becomes knowledge immediately, and the next customer who asks the same thing gets the answer on the phone.

Go through the list once a week to begin with. After a month most gaps are closed, and new ones rarely appear.