Knowledge gaps
The questions your docs are missing. Sorted by how many people asked.
Every bot has blind spots. This list shows you which ones cost the most, in your visitors' own words, so the first answer you write is the one most people needed.
Free US$0 · Starter US$19 · Team US$49 · Scale US$249 a month. One price for the whole team. No seats, ever.
What to know
What it reads
Real visitor conversations on every channel: nothing found in your knowledge, an unsure answer, an answer that cited nothing, a 👎, or a chat that went to a person. Your own tests are left out.
What it needs
Nothing to set up. New questions are sorted every couple of minutes, reworded as short questions with names and order numbers taken out, and grouped however they were phrased.
Which plan
Every plan, Free included. A gap's answer goes into the bot's knowledge, which counts toward its size.
How it works
Close a gap in three steps.
- 01Open Improve. The gaps asked about by the most people in the last 30 days are at the top, with why each one counted and the latest questions as visitors typed them.
- 02Press Add an answer. If a teammate already answered someone about it in a handoff, their reply is the starting point; trim the greeting and the order details.
- 03Save it. tufu files it in a source called Answers for your bot, and the bot can use it in about a minute.
Goes well with
Questions
Before you start.
Does one visitor rephrasing count several times?
No. One conversation is one person, even if they asked the same thing three ways, so the ranking reflects how many people hit the gap.
What if people keep asking after I answer?
The gap returns to Open with a note that your answer may not cover what they need, so a weak answer doesn't hide the problem.
Can I answer from a conversation instead?
Yes. Fix this answer on any of the bot's replies in the inbox, or Save your reply as an answer? after you resolve, closes the conversation's gap too.
What about spam or questions the bot shouldn't take?
Dismiss them. A dismissed gap stays out of the list however often it's asked, until you restore it.
Set it up before your next support email.
Free to start, no card needed. Point it at your site and it's answering in about ten minutes.