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Insights and knowledge gaps
See what visitors ask and where your agents fall short: knowledge gaps with one-click answers, top questions, most-cited pages and answers rated Not helpful.
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Insights turn hundreds of conversations into a short to-do list: the questions your agents couldn't answer, the questions visitors ask most, the pages that do the most work, and the answers visitors didn't like. They're the quickest way to make your agents better week by week, and a good source of ideas for your website.
Knowledge gaps
A knowledge gap is a question your agent couldn't answer from your knowledge. Instead of guessing, the agent told the visitor it didn't know, and ASDK recorded the question.
The Questions your agent couldn't answer list shows open gaps, with the questions asked most often first and how many times each was asked. The same question asked in slightly different words is counted together, so the count tells you how many visitors ran into it.
Close a gap
Read the question
Open the gap to see how visitors asked it. Decide whether it is something your agents should answer.
Add an answer
Choose Add an answer next to the question, write the answer and save. ASDK creates a Q&A pair from the question and your answer, and removes the gap from the list. Agents use the new answer within seconds.
Or fix it at the source
If the answer belongs on your website, such as a missing price or a policy, add it to the right page and choose Read again on the website source on Knowledge. That helps visitors who never open the chat too.
Not every gap needs an answer. For questions outside your business, such as general knowledge or another company's products, the agent saying it doesn't know is the right reply: choose Dismiss to take them off the list.
Top questions
The rest of the page covers the period you choose: 7, 30 or 90 days. Top questions shows the questions visitors ask most, grouped so that different wordings of the same question count together. Use the list to:
- choose your suggested questions;
- check that your most common questions get your best answers, ideally from a page or a Q&A pair you've reviewed;
- plan content: a question that comes up every day deserves its own section on your site. Our article on mining chat logs for content ideas shows how.
Pages answers cite most
The pages agents use most often in their answers. These are your most important pages for visitors who chat: keep them accurate and up to date. A page high on this list that is old or thin is the best place to start improving content.
If an important page never appears here, check that it's in your knowledge: open the website source's Pages list on Knowledge and search for it.
Answers visitors rated down
Visitors can rate each answer with a thumbs up or a thumbs down. Answers visitors rated down collects the answers rated down, with the question and the sources each answer used. For each one:
- The sources were wrong or outdated: fix or exclude the pages. See Fix wrong answers.
- The sources were right, the answer wasn't clear: add a Q&A pair with a clear, complete answer.
- The answer was right, but the visitor didn't like it, for example a price: no change needed.
Make insights a habit
Insights are most useful when someone looks at them regularly:
- Once a week, close the top three or four knowledge gaps.
- Once a month, compare top questions with your suggested questions and your website's navigation.
- After each pricing or product change, check that the most-cited pages and Q&A pairs say the new thing.
The weekly report emails you the week's numbers and the top gaps, so you don't have to remember to look.
Things to know
- Dashboard tests are excluded. Questions you ask in Try it or Try the real widget don't appear in insights.
- Gaps depend on your knowledge at the time. A gap recorded before you added an answer stays in the list until you resolve it.
- Personal data. Questions are shown as visitors typed them. If a visitor wrote their email or phone number into a question, it appears here too.
Related: Conversations, Q&A pairs.