It says so. When your content has no answer, the assistant tells the visitor it has no information on that topic and gives your contact details instead of guessing. The question is listed in your dashboard so you can add the missing content.
What does the assistant say when it does not know the answer?
- It tells the visitor plainly that it has no information on that topic.
- It gives your contact details, so the visitor knows who to ask instead.
- It does not guess, and it does not answer from general knowledge.
Why does the assistant refuse instead of guessing?
- Every answer is written from passages found in your content. The language model only sees those passages and the question.
- If no passage matches the question well enough, there is nothing to write an answer from.
- A refusal is the honest outcome. A confident wrong answer costs more than a short handover.
Where do unanswered questions go?
- Each answer is recorded with an outcome: answered, weak match or unanswered.
- The dashboard lists the unanswered and weak ones under questions that need attention.
- A scan over past conversations finds the same gaps in bulk, so you can fix several at once.
How do I fix an unanswered question?
- Read the question and decide whether it should be answered at all. Some should not, for example questions about a specific customer's account.
- Add the missing page or document to the knowledge base, or make the existing answer explicit.
- Re-import and ask the question again in the preview. Check the sources the answer cites.
Can the assistant hand over to a person?
- It shows the contact details it finds in your content, so keep them on a page of their own.
- It does not transfer the conversation to a live agent. The visitor calls or writes as they would today.
- The conversation stays in the dashboard, so the person who picks it up can read what was asked.
A short list of unanswered questions after the first week is normal. It is your content telling you what visitors wanted and could not find.