Missing answers. Questions your agent could not answer, ready to fill in.
When the agent cannot answer a question, or a visitor marks a reply unhelpful, the question is collected here, grouped with similar ones. Answer it once and the agent learns it.
On this page
What lands here
| Label | Meaning |
|---|---|
| Not in your knowledge | Nothing in your knowledge answers it. |
| Only partly covered | Your knowledge covers the subject but not this exact question. |
| Visitor marked the answer unhelpful | A visitor gave the reply a thumbs-down. |
Questions from every channel are collected. Greetings, small talk and questions unrelated to your business are left out. Similar questions are grouped: "Do you ship to Spain?" asked three ways counts as one question asked three times, while "Spain" and "Germany" stay separate. Card numbers are removed.
Answer a question
- 1Open Train → Knowledge Base → Missing answers. Open questions are listed most asked first, with how they were phrased and where they came from. View conversation shows the chat.
- 2Optionally choose Draft from my knowledge: SimplyBoost drafts an answer from what you already have. Check and complete it.
- 3Write or edit the answer (up to 4,000 characters) and choose Save answer.
- 4The answer is added to your knowledge as a Q&A, and the agent is asked the question again to check. The badge shows Bot now answers this or Bot may still miss this (add the words your visitors use).
Choose Ignore for questions you do not want to answer; Restore brings them back. If visitors ask an answered question again and it still fails, it reopens with your earlier answer kept.
Weekly email
Every Monday morning (08:00 UTC) account owners get an email with the most asked new questions per agent and a button to answer them. Nothing is sent in a week without new questions. Switch it off in Settings → Notifications → Missing answers.