Managing Unanswered Questions in BoldDesk
The Unanswered Questions by AI page helps you identify gaps in your KB by listing queries that the BoldDesk AI Copilot and AI Agent could not answer. Reviewing these queries allows you to:
- Enhance KB content for better AI responses.
- Reduce unanswered queries and improve customer experience.
- Prioritize updates based on query frequency.
The AI Copilot and AI Agent rely on your KB as a source of truth. If the KB lacks information or is ambiguous, the AI may fail to answer. This page highlights those gaps and shows how many times similar queries were asked, helping you focus on high-impact improvements.
Prerequisites
Before accessing Unanswered Questions, ensure:
- AI features are enabled for your BoldDesk account.
- Your Knowledge Base, Articles, webpage and optional Q&A entries are published and available for AI reference.
- You have the required permissions.
Benefits
Reviewing unanswered questions provides several advantages:
- Improve AI Accuracy
Unanswered questions expose missing or unclear KB content, allowing you to fix bottlenecks that prevent the AI from responding effectively. - Enhance Customer Experience
Updating or enriching your KB reduces the chances of customers receiving incomplete or no answers from the AI. - Prioritize Based on Impact
Each unanswered intent includes a query count, helping you decide which topics need immediate attention. - Strengthen Self-Service Performance
The more complete your KB becomes, the fewer tickets customers need to raise—reducing support load.
Use Cases
Here are common scenarios where this feature becomes valuable:
Your AI Copilot repeatedly misses product-specific workflow questions.
→ Create KB articles or Q&A entries to fill the gap.
Many customers ask similar troubleshooting queries.
→ Use the grouped intents to create a single comprehensive article.
Your AI Agent receives questions outside of your service scope.
→ Mark irrelevant items as Irrelevant/Junk to improve reporting quality.
New product updates cause increased unanswered queries.
→ Update or add new KB content based on trending intents.
How to Access Unanswered Questions
To access the Unanswered Questions by AI page, follow these steps:
a. Accessing Unanswered Questions for AI Copilot
- Log in to your BoldDesk account.
- In the left-hand navigation panel, go to AI Module.
- Click AI Copilot.
- Select Unanswered Questions.
b. Accessing Unanswered Questions for AI Agents
- Log in to your BoldDesk account.
- Open the AI Module from the sidebar.
- Click AI Agent.
- Choose the specific AI Agent you want to review.
- Select Unanswered Questions.
Each AI agent has its own set of unanswered queries based on its designated scope, brand, or workflow.
Key Insights on the Unanswered Questions View
The Unanswered Questions page displays:
- Question Intent – The main topic detected.
- Questions Count – How many times this intent was asked.
- First Occurrence / Last Occurrence – When it was first and last seen.
- Brand – Associated brand.
- Status – Current processing state.
You can filter the Unanswered Questions by:
- Agent Type (All Agents / AI Copilot)
- Date Range (First Occurrence / Last Occurrence)
- Status (Pending, Irrelevant/Junk, Processed)
- Brand
Processing Unanswered Questions
To improve AI accuracy and close knowledge gaps, review and process unanswered questions regularly. You can categorize their status and take action directly from the dashboard.
Status Options
Use the Status dropdown to organize unanswered questions:
| Status | Meaning |
|---|---|
| Pending | Needs review or action. |
| Irrelevant/Junk | Not useful for KB or AI training. |
| Processed | Already addressed through KB, ticket, or Q&A. |
Actions You Can Take
Click the three-dot menu next to a question to convert it into actionable items:
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Create Article – Add a detailed KB article for comprehensive answers.
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Create Ticket – Open a support case for customer-specific issues.
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Create Activity – Assign an internal task for follow-up.
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Create Q&A – Add a short answer for AI Copilot to use in future responses.
Viewing Question Details
Click a question to open the details panel, which shows:
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The intent of the question.
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Related questions grouped under the same intent. Grouping ensures you address a topic once and improve AI coverage efficiently.
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Metadata such as Asked By, Asked On, and brand.
The Asked By field in Question Details shows who asked the question, but note:
- It displays a user name only when the conversation is identity-verified (e.g., authenticated portal session, SSO).
- Manually typed emails in chat are not passed to reporting for security reasons (to prevent impersonation).
- If the session is not verified, the field will show Anonymous.
Frequently Asked Questions (FAQs)
Q: Why do some questions show “Asked By: Anonymous”?
A: Because the conversation was not identity-verified. Use authenticated sessions for accurate attribution.
Q: Can I force identity attribution for public chat?
A: No. For security reasons, manually typed emails are not used in reporting.
Q: What’s the difference between Requester in chat and Asked By in reports?
A: Requester reflects chat context; Asked By requires identity verification.
