See which questions your agent couldn’t answer.
Knowledge suggestions looks through your conversations for questions your agent didn’t handle well, and drafts an answer for each one. You check it, fill in anything only you know, and add it. Your agent will use it from then on.
When a customer asks your agent something it doesn’t know, like whether there’s parking nearby, it usually gives a vague reply and moves on. Unless you happened to read that chat, you’d never know it happened.
So we built Knowledge suggestions. ChatFast now looks through your conversations for questions your agent didn’t handle well. The ones people ask most are listed first, and each one comes with a suggested answer. (This doesn’t use your credits.)
Finds missed questions
We look for questions your agent wasn’t sure about, and answers a customer gave a thumbs down.
Drafts an answer
It’s based on what your agent already knows, with a blank for any detail it can’t find.
You decide
Your agent doesn’t get a new answer until someone on your team adds it.
How we find the questions your agent missed
Insights already marks each of your agent’s answers as confident or unsure. We start with the unsure ones, then add any answer a customer gave a thumbs down.
People rarely ask the same thing the same way. If ten people asked about gift cards in slightly different ways, you’ll see it as one question, not ten. Here’s how that looks with refunds:
A question shows up once it’s been asked in at least two different chats, or as soon as someone gives the answer a thumbs down. That keeps one-off questions out of your list. The ones people ask most are listed first.
Some questions can’t be fixed with a written answer, so we leave them out:
- Questions about one customer’s order, booking or account.
- Questions that need live information, like what’s in stock right now.
- Test messages, abuse and questions that have nothing to do with your business.
A draft answer for each one
Click Reviewnext to a question and we’ll show you how many times it was asked, in how many chats, and a suggested answer based on what your agent already knows.
The answer is a few sentences long, written as your business. We don’t guess things like prices, opening hours and policies, because a wrong answer there is worse than no answer. If one of those details isn’t in your agent’s knowledge, you’ll see a highlighted blank where it goes:
Customers asked
How long does a refund take?
Asked 3 times in 3 chats · last 2 hours ago
Your agent will answer
We process refunds within {{refund processing time}} of receiving your return. The money goes back to the card you paid with. If it hasn’t arrived after that, email us at {{support email}}and we’ll look into it.
Click the name of a blank to jump straight to it. You can’t add the answer until every blank is filled in, so a customer never sees a placeholder. You can also change any part of the answer, or the question itself.
Why we suggested this
Open Why we suggested this to see what we found when we checked your knowledge. It’ll be one of these, with a short note on what’s missing or why the answer is worth adding:
“Nothing in your knowledge answers this yet.”
“Your knowledge answers part of this, but leaves gaps.”
“The answer is in your knowledge, but your agent didn’t find it.”
You’ll also see the related pages and files from your knowledge. If the answer was already there and your agent missed it, this is where you’ll find it, so you can check whether that page needs to be clearer.
See the conversations
Open See the conversations to read each chat where the question came up: what the customer asked and what your agent replied. Click Open chat if you want the full conversation.
Add the answer, or dismiss it
When the answer looks right, click Add answer. We save it as a Q&A pair in your agent’s knowledge. You’ll see “Adding to knowledge…” at the top of the list, then “Added as Q&A” once it’s done. Your agent will use it from then on.
After you add or dismiss a suggestion, the next question opens by itself, so you can get through the list in one sitting.
- Dismiss:if a suggestion isn’t useful, dismiss it. It moves to History and we won’t suggest it again, even if customers keep asking. You can’t undo this.
- History: everything you’ve added or dismissed is kept here. On a larger screen, a side panel shows how many answers you’ve added and how much of the list you’ve reviewed.
- If something goes wrong: if we can’t add an answer, for example because your plan’s knowledge limit is full, we’ll tell you why and move the suggestion back to To review.
Where to find it
It’s already switched on. Open your agent and go to Insights → Knowledge suggestions. When questions are waiting, you’ll also see a number next to Insights in your agent’s menu, and a banner on the Insights overview showing the top question.
Anyone on your team who can open Insights can read the suggestions. Admins and moderators can add or dismiss them.
Knowledge suggestions only works with AI agents. If you’re still on a legacy chatbot, here’s why we moved to agents. If you’d rather add content yourself, see how to train your agent on your website and files.
How to get started
- 1
Open Knowledge suggestions
Open your agent and go to Insights → Knowledge suggestions.
- 2
Review the top question
Click Review, read the suggested answer and fill in any highlighted blanks.
- 3
Add it
Click Add answer. The next question opens by itself, so you can keep going.
If you’ve only got a few minutes, just do the top 3. Those are the questions coming up most often.
Common questions
Does Knowledge suggestions work with legacy chatbots?
No, only with AI agents. If you’re still on a legacy chatbot, our post on why we moved to agents explains how to switch.
Does it use my message credits?
No. Finding the questions and drafting the answers doesn’t use your credits. An answer you add is saved as a Q&A pair, so it counts toward your plan’s knowledge limit like any other content.
Why don’t I see any suggestions yet?
Suggestions come from recent chats. A question shows up once it’s been asked in at least two different chats, or once someone gives the answer a thumbs down. If your agent is new, or already handles most questions well, your list may stay empty for a while.
Will ChatFast change my agent’s answers on its own?
No. Your agent only gets a new answer when someone on your team clicks Add answer.
How many suggestions can be waiting at once?
Up to 25. As you add or dismiss them, new ones can take their place.
Knowledge suggestions is live now for every AI agent. Open Insights and see what your customers have been asking. If you’ve got feedback, email us at support@chatfast.io.