Steps and facts
- Open Configuration → Unanswered AI questions in the correct workspace. Owners and admins can review missing business facts identified during AI conversations.
- Questions are grouped when their text matches after case and whitespace normalization. Review the question, missing information, channel and recurrence count. Search and filter needs-answer, published and dismissed records.
- Write a correct, reusable business answer and save the draft. Do not publish private customer information, credentials or account-specific facts as a general FAQ. Saving does not change live knowledge.
- Click Test with AI to preview the original question against your draft and current approved knowledge. This uses your workspace AI credit and sends no message to the customer; it does not book an appointment or export a CRM lead.
- Review the AI reply. Publish is available after a successful test of the saved answer. Editing the draft invalidates the test and requires another check. If facts are still missing or policy requires a teammate, improve the knowledge or keep the question for human handling.
- Publish adds the reviewed FAQ to this workspace’s approved AI knowledge. Existing Knowledge Base and sitemap snapshots remain. When editing a published answer, the old approved version stays active until the replacement is published.
- Dismiss hides an irrelevant question without deleting history or unpublishing an existing answer. Reopen restores it. Remove from AI knowledge withdraws the approved answer and preserves its draft.
- New questions are collected only when the AI explicitly identifies missing knowledge. Low confidence alone, technical failures and ordinary human handoffs are excluded. Selected older decisions with explicit missing-knowledge reasons can be imported; this is not a complete retrospective classification of every past conversation.