Unanswered Questions in the Knowledge Base

What is this feature?

The Unanswered Questions feature helps you identify and manage real user questions that your AI Assistant could not answer due to missing or incomplete information in the Knowledge Base. These questions are automatically collected and displayed in a dedicated tab inside your Knowledge Base, so your team can decide whether to add them as new content or discard them.

This makes your AI Assistant more accurate over time, without manual monitoring of daily conversations.

Why is this useful?

Even with a strong Knowledge Base, there are always edge cases or new questions your AI Assistant may not be ready for. In the past, finding these gaps meant searching through hundreds of conversations manually — a slow and repetitive task.

This feature saves you time and helps your Assistant grow continuously by:

• Showing you what your Assistant couldn’t answer

• Helping your team turn real user queries into Knowledge Base content in one click

• Increasing the Assistant’s accuracy and ability to answer independently over time

The result: fewer escalations, faster answers, and a smarter Assistant.

How to use it (Step-by-step guide)

1. Head to the Tiledesk dashboard

Log into your Tiledesk account and go to the dashboard of your project.

2. Open the Knowledge Base from the left-hand menu

Click on Knowledge Base to access your default collection of FAQs and articles.

3. Click on the "Unanswered Questions" tab

Inside the Knowledge Base, you'll see a tab called Unanswered Questions. This is where all user questions that your AI Assistant could not answer are collected automatically.

4. If the list is empty, here’s how to test it

If no questions appear yet, don’t worry — it means your AI Assistant hasn’t encountered any missing content or hasn’t been asked questions it cannot answer.

To test it:

• Use your Assistant and ask a question not covered by your current Knowledge Base

• Make sure the question triggers the Ask Knowledge Base action

• If the Assistant fails to answer, that question will be added to this tab automatically

5. Review unanswered questions

Each question shows the exact message sent by the user. You’ll also see action buttons on the right side.

• Click the ➕ plus icon to open a popup where you can add a new answer

• Click the 🗑️ trash icon to delete questions that are not relevant

6. Add the answer and save

When you click the plus icon, a simple form opens where you can write the answer. Once saved, it becomes part of your Knowledge Base — and the Assistant will be able to answer that type of question in the future.

To test if the AI agent is trained correctly, we go back to the design studio and ask the same question:

Tips to make the most of this feature

• Review unanswered questions regularly — even weekly checks can improve AI coverage significantly

• Prioritize questions that are repeated often or block users from moving forward

• Involve your support or content teams in writing answers for faster KB growth

Need help?

If you have any issues or suggestions, you can reach us at [email protected] or ask in our Community.