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FluentBot Beta
This site is under construction. Content, screenshots, and workflows may change at any time.

Content Gaps

A content gap is a question the bot was asked but couldn’t answer with confidence. The Content Gaps page surfaces them so you know exactly where your knowledge base is thin — no guessing, no anecdotes from support.

Open it from the bot’s left sidebar → Content Gaps.

Content Gaps page with one Unresolved gap selected — visitor question and AI 'COULD NOT ANSWER' fallback shown, plus Resolve and View Conversation buttons

How a gap appears

FluentBot detects likely unanswered questions automatically. You don’t mark gaps manually, but you can resolve or unresolve them after review.

Page layout

Two-column layout:

  • Left rail — gaps sorted newest first.
  • Right pane — detail view for the selected gap.

Gap list

Each row shows the visitor’s question, the source badge (Widget / API / Fluent Support), the timestamp, and a status of Unresolved or Resolved.

Default filter: Unresolved only. Use Filter content gaps above the list to toggle Resolved.

Open a row’s Content gap actions menu to select it for bulk actions. Once at least one gap is selected, the list header changes to selection mode with a selected count, Cancel, Resolve, and Unresolve controls. While selection mode is active, click rows to add or remove them from the selection.

Detail pane

Selecting a gap reveals:

  • Full visitor question.
  • The “could not answer” reply the bot returned.
  • Action buttons:
    • Mark as Resolved — once you’ve added content that covers this question.
    • Mark as Unresolved — undo if you marked something prematurely.
    • View Conversation — deep link to the surrounding chat in Conversations.

Workflow: turning gaps into sources

The point of this page isn’t to read the list — it’s to drive action. Typical loop:

  1. Open the oldest unresolved gap.
  2. Read the question. Decide if the bot should answer it.
  3. If yes, find or write the content that answers it.
  4. Add it as a source from Sources — URL, uploaded file, or pasted text.
  5. Wait for indexing to finish.
  6. Open the gap, click Mark as Resolved.
  7. Repeat.

For trickier gaps, click View Conversation to see what the visitor was actually trying to do — sometimes the literal question isn’t the real one.

What’s not a gap

  • A question the bot answered with low quality but not “I don’t know” — that’s a feedback issue, not a gap. Use thumbs feedback to surface those.
  • A question outside the bot’s scope (off-topic chitchat) — these may still appear here. Mark Resolved without action.

Bulk actions

Use bulk actions when you have already reviewed several gaps and want to update their status together:

  1. Open the row’s Content gap actions menu and choose Select.
  2. Select additional gaps from the list. Shift-click another row to select a range.
  3. Click Resolve to mark selected unresolved gaps as resolved, or Unresolve to reopen selected resolved gaps.
  4. Click Cancel to leave selection mode without changing anything.

The buttons only act on matching statuses: Resolve ignores already-resolved gaps, and Unresolve ignores unresolved gaps. If your current filter hides the new status, updated gaps disappear from the list after the bulk action.

Troubleshooting

  • Gap reappears after I added the content — the same question can hit again from a new conversation. Resolving a gap doesn’t prevent re-logging. Confirm the new source is Indexed, then verify in the Playground.
  • Question shows up here but the bot answered it — mark resolved and move on.
  • Empty Content Gaps page — either the bot hasn’t seen traffic, or every question was answerable. Check Conversations for activity.

What’s next