Why KnowStack? The Complete Workflow How Features Connect Use Case Examples Getting the Most Value
Creating Your Account First Login & Dashboard The General Flow: From Data to Knowledge Understanding Navigation
Website Crawling Email Integration Document Upload Meeting Transcripts Google Drive Import Telegram Integration Slack Integration
Generating a Knowledge Base Iterative Generation
Viewing & Navigating AI Search Editing Content Version Management Exporting Sending a Copy to Another Company Access Control
How Website Chat Works Installing the Widget Allowed Websites Widget Settings Chat Button and Attention Animation Conversations Insights: Unanswered Questions
How Messenger and Instagram Replies Work Connecting a Facebook Page Connecting Instagram The Review Queue Autopilot Reply Settings Insights The 24-Hour Window Recovered Messages Notifications Pausing and Disconnecting
Working with Leads
Inviting Team Members Roles & Permissions
Profile Settings Company Settings Notifications Telegram Notifications
Plans & Pricing AI Usage & Billing
Data Protection Account Security Secure Integrations
Integration Overview Claude Connector Webhooks for New Leads Managing Integrations
Overview Creating a Test AI Question Generation Assigning Tests The Candidate Experience AI Grading and Manager Override Analytics Releasing Results Abandonment and Retakes FAQs Troubleshooting
Tracking Activity
Getting Help Common Issues
Common Questions

Insights: Unanswered Questions

'Insights' lists the questions website visitors asked that your knowledge base couldn't answer, so you know what to add next. You can write the answer straight into the knowledge base from here. It covers the last 30 days.

The view opens with 'Questions visitors asked that your knowledge base could not answer.' Each row is one question, and the number on the left is how many times it was asked. The most-asked questions come first.

  • The row title is the question as a visitor wrote it.
  • '… other phrasings' opens other versions grouped under the same question.
  • 'Last asked' shows the most recent date.

Questions are grouped when they are worded the same way, ignoring letter case and spaces at either end. Two differently worded questions about the same thing show as two rows. Messages that contained an escalation keyword are listed too, because the widget handed them off without an answer.

Add the answer to the knowledge base

  1. Click 'Add to knowledge base' on the row.
  2. Check the 'Question' and edit it so it reads the way a visitor would ask.
  3. Write the 'Answer' in plain text, up to 5,000 characters. A blank line starts a new paragraph.
  4. Or click 'Draft with AI' to have KnowStack write the answer from replies your team already typed to this question. It uses only those replies. When there are none, you see 'No staff replies to this question yet.'
  5. Under 'Where to save', pick the 'Knowledge base' and the 'Section'. If the section has subsections, pick one under 'Subsection', or choose 'New subsection…' and enter a 'Subsection title'.
  6. Click 'Add to knowledge base'.

KnowStack adds the question as a heading and the answer as a paragraph at the end of the section you chose. The row then shows 'Added to KB'; click it to open that section in a new tab. The widget can use the new answer from the next message.

Only knowledge bases and sections you can edit are offered. The first knowledge base in the widget's 'Answer from' list is picked for you. 'Draft with AI' counts toward your AI usage.

Adding an answer doesn't reply to the visitors who asked. Answer them in 'Conversations', or follow up through Leads if they left contact details.

Remove a question

Click the x ('Remove from list') to clear a row. If a visitor asks the same thing again, it comes back with the count starting over. Rows you've answered stay in the list with 'Added to KB'. If a question keeps coming back after you added an answer, check that the section is included under 'Answer from' in 'Settings'.

When there is nothing to show you see 'Nothing unanswered'. Adding answers and removing questions need the 'Website Chat' permission.