How to answer questions your AI couldn't answer
When a customer asks something that is not in your knowledge, the AI does not guess. The question is saved on the Unanswered tab of Train AI so you can add the answer.
Find unanswered questions
A number on Train AI in the sidebar shows how many questions are waiting. Open Train AI and click the Unanswered tab.
Each question shows who asked it and when. The same question asked several times is grouped into one row with a badge like Asked 3×, and Also asked as lists the other wordings.
Add the answer
The answer is saved as a Plain text card on the Knowledge tab, the question and all its repeats are cleared, and Test your AI asks the question again so you can see the new answer.
- Click Add answer next to the question.
- The question is already filled in as the title. Type the answer your AI should give.
- Click Save.
Adding an answer teaches the AI for future chats. It does not send anything to the customer who already asked, so reply to them yourself in Chats if needed.
Dismiss questions you don't need
- Click Dismiss to remove one question (and its repeats) without adding an answer.
- Click Dismiss all to clear the whole list. This can't be undone.
What the customer sees
By default the customer gets no reply to a question the AI can't answer, so a person can step in. If your Instructions say what to tell customers when the AI doesn't know (for example, that your team will get back within an hour), the AI sends that.
Common questions
Why do I only see the Unanswered tab and no Add answer button?
Your team role includes Flagged Questions but not Train AI. You can dismiss questions, but only someone with Train AI access can add answers.
Why are two similar questions not grouped?
Grouping is strict on purpose. Questions are only grouped when they use the same meaningful words, so one answer never clears a different question by mistake.
Where is the old Flagged Questions menu?
It is now the Unanswered tab inside Train AI.