When your AI Assistant doesn’t know the answer or gives an unsatisfactory response, the conversation is saved as an Unresolved Inquiry.
Reviewing and resolving these inquiries is the fastest way to improve your AI’s performance and reduce repetitive questions.
❓ When Does an Inquiry Become Unresolved?
A conversation will appear in Unresolved Inquiries if:
✅ You manually took over the chat to help the customer.
✅ The AI didn’t have any Knowledge to answer the question.
✅ The customer gave a thumbs down on the AI’s response.
🏷️ Types of Unresolved Inquiries
Unresolved Inquiries are grouped into three categories:
1️⃣ Handed Over
Questions you personally stepped in to answer.
2️⃣ Content Gap
Questions the AI didn’t know how to answer at all.
3️⃣ Customer Feedback
Conversations where customers rated the reply negatively.
🛠️ How to Review and Fix Unresolved Inquiries
When you go to AI Training > Unresolved Inquiries, you’ll see a table listing all unresolved items.
Steps to resolve them:
Find the inquiry you want to work on in the table.
Click the row to open the details.
You’ll see:
The customer’s original question.
The AI’s attempted reply (if any).
In the answer box, refine or write the correct answer.
Click Save.
✅ As soon as you save, your response is automatically added to your Knowledge so the AI can answer similar questions in the future.
✅ The inquiry will be removed from the Unresolved Inquiries list.
💡 Tip: Reviewing this table regularly is the easiest way to fill knowledge gaps and improve your AI’s accuracy.