Knowledge Gaps is the most actionable screen in the plugin: a list of real questions from real visitors that the knowledge base did not cover. It is reached from the Dashboard, and it only fills up if gap detection is switched on under Settings → General & AI.
How a question gets on the list
A question is flagged for one or more of three reasons, and the Why flagged column tells you which:
- Weak match — nothing in the knowledge base was close enough to the question to be worth quoting.
- No info — the bot answered by saying it did not know.
- Thumbs down — a visitor marked the answer as unhelpful.
Identical questions are stored once with a counter rather than one row each, so Times asked is the number that matters. Sort by it and the top of the list is your writing queue.
Working the list
- Read the question as the visitor typed it.
- Click Add to Knowledge Base. It opens the question-and-answer builder with the question already filled in; you write the answer, or let the bot draft one for you to correct.
- Once saved, the entry is indexed immediately — the next visitor to ask gets the answer.
- Resolve the row when the gap is closed, or Dismiss it if it was never your job to answer.
Dismissed and resolved rows stay on their own tabs rather than vanishing, so a question that keeps coming back is visible as such. Any of them can be reopened.
What a healthy list looks like
Not empty. An empty gaps list on a busy site usually means detection is off, not that you have answered everything. A handful of new questions a week, mostly asked once, is normal and healthy. What you are watching for is a question asked twenty times that nobody has written an answer to.