What each row shows
A question with a high Not answered count is a gap worth filling first. Coverage gaps lists those questions one by one.
Filter to one assistant to see what that assistant is asked.
What it never shows
The page never shows who asked, when a question was asked, or which conversation it came from, and there is no way to open a question onto the conversations behind it. To read a conversation, use Conversations. A question is listed only once at least three different people have asked it. A question asked by one or two people is that person’s question, so it is counted in a line under the table and its wording is not shown. Your platform operator can raise this number for your organization, but it is never lower than three. What counts as “different people”:- People who use the console are counted once each, however many conversations they start.
- Website widget visitors and API users are counted per conversation, because the platform does not identify them. One visitor who asks the same thing in three separate conversations counts three times.
The wording is still someone’s words
The wording shown is the one most people used. Before it is shown, email addresses become[email], long numbers such as phone, order and card numbers become [number], and recognized secrets such as API keys are removed. Names, places and other details have no pattern to recognize and are shown as written. Treat the page, and any export of it, as you would your colleagues’ and customers’ own messages.
How similar questions are counted together
Questions that mean the same thing are counted as one row, even when they use different words: “How do I log in?” and “Where can I sign in?” are one question. Questions worded almost identically are always counted together. If the page says Grouped by wording only, questions were compared by their words alone, so the same question in different words appears as separate rows and may stay below the three-person threshold. This happens when the platform cannot reach its embedding model, or your operator has turned this off. A notice saying less common questions were grouped by wording only means the most asked questions were compared by meaning and the rest by words. In a very busy period the page covers the most recent 2,000 questions, and says so.Top questions is in beta. How closely two questions must match to count as one has not yet
been checked against the embedding models deployments use in production, so expect the odd pair
grouped that should stay apart, or kept apart that belongs together.