When a caller asks something the agent has no answer for, it says it will find out and takes a message. Harkbell also files the question as a knowledge gap. Answer it once and the agent uses it on future calls.
- Open Knowledge and choose the Gaps tab. A number on the tab, and on Knowledge in the sidebar, counts open gaps.
- Read each question under Asked, and the agent had nothing. It shows how many times it was asked and when, and sometimes What the agent said instead.
- Press Answer it.
- Type What the agent should say, in the words you want a caller to hear.
- Press Save answer.
The question leaves the queue and the answer goes live on its own, usually in under a minute. It is saved as a written answer too, so you can find and rewrite it later on the Answers tab.
If a gap is not worth answering
Press Dismiss. A toast appears with Undo, which reopens it. Spam and one-off oddities are good candidates.
Answer in the words you want said
The agent says your answer more or less as written. Keep it short and specific, and do not put prices in it: the agent quotes prices from your services list.
Why is the Gaps tab empty?
Either no caller has asked something the agent could not answer, or no calls have happened yet. The tab says: when callers ask something the agent cannot answer, it shows up here.
Is this on the Free plan?
Yes. Knowledge gaps collected in your dashboard are part of Free.
Who can answer them?
Owners, Admins and Managers. Other roles can read the Knowledge page only if the page admits them.