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Coverage gaps lists the questions your assistants declined to answer and the answers someone rated unhelpful, newest first, for the last 7, 30 or 90 days. A declined question is usually a gap in your content, so this screen is your content backlog: the fix is nearly always a source, not a setting.

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What each row shows

  • The question that was asked.
  • Why it is listed: the assistant declined to answer, or the answer was Rated unhelpful.
  • When it was asked, which assistant was asked, and the channel: the console, an API key or a website embed.
  • The note the person left with a thumbs down, if they left one.
The list never shows who asked. Filter it by reason or by assistant; the totals above the list count the whole window. An answer is rated unhelpful with the thumbs down under it, in the Playground or in the website widget.

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Work through the list

For each question:
  1. Decide whether your assistant should answer it. An off-topic question is correctly declined.
  2. If it should, find or write the content that answers it. For a short, specific answer, a custom answers source is the quickest way.
  3. Re-sync the source, then ask the question again in the Playground.
Content best practices explains what makes content retrievable.

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Group similar questions

Grouping is in preview. It matches wording, not meaning, and how it groups may change.
When the same question arrives many times, turn on Group similar questions. The list then shows one row per group: a representative question, how many times it was asked and when it was last asked. Open a row to read each question in it. The reason and assistant filters keep working: a group with no question left for the reason you chose is hidden. Grouping matches near-identical wording only: the same question repeated, or with a word changed. Two questions that mean the same thing in different words stay in separate groups, so read the list as well as the counts. The counts cover the questions in the list, which is the latest part of the window, not every question in it. The totals above the list still count the whole window.

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Who can read coverage gaps

Owners and Administrators only, because the list shows questions other people asked. Every read of it is recorded in the organisation’s audit trail.

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With the API

List unanswered questions returns the same list; send group=true for groups. There are no webhooks, so a script that watches for new gaps polls this endpoint: see Webhooks and polling.

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Not available

A ranking of the most-asked questions, and grouping by meaning rather than wording, are planned with no committed date. See Product status.
Last modified on October 13, 2026