Understand why an answer was missing.
An unanswered question can mean the website never covered the topic, the right page was not readable or indexed, or the available information did not establish a sufficiently supported answer. Those situations need different fixes.
Read the conversation alongside the source list. Check the exact question and any conditions introduced earlier in the exchange. Adding a generic answer can conceal a source problem without addressing the visitor’s actual need.
Give each gap a useful destination.
If the information should be public, update the original website. If the wording needs explicit approval, save an answer for the site and test related questions. If the request needs individual judgement, assign a person rather than publishing a rule that the business has not agreed.
Prioritise questions by relevance and consequence, then by repetition. A frequently asked low-value question may be less important than a misleading answer about an essential service condition.
Review what needs attention. Use visitor activity to choose the next improvement.
Before you start: Conversations have started arriving in your workspace. The workspace, visitors and figures shown are fictional examples.
Read the transcript
- See the pattern. Improve the answer.
Make a short review part of your week. Use Sairo's analytics to choose one useful improvement.
- Set the scope
Open Analytics. Choose the website and reporting period, then apply the filters. The report uses UTC calendar days.
- Read the signals
Compare conversations, leads and bookings, and capture rate. Look at unanswered outcomes for signs that visitors need information your assistant could not provide.
- Keep the context
Use the activity chart and outcome breakdown to understand the pattern. These outcomes describe conversations; they are different from the list of knowledge gaps still needing attention.
- Export if useful
Select Export daily report when you need a file for a team review. The export follows the report's selected filters.
- Find open gaps
Open Conversation inbox, choose Unanswered, and apply the filters. This view helps you find questions that still need a verified answer.
- Choose one fix
Open a conversation and read the actual question. Here, a visitor asked about skylight repairs. Confirm the answer with your team, then save it in Knowledge library.
- Review. Learn. Help the next visitor.
Choose one gap, save a confirmed answer, and check it. That simple weekly habit keeps your assistant useful as your business changes.
| Finding | Next action |
|---|---|
| The answer is absent from the website | Ask the content owner to establish and publish it. |
| The answer exists but was not indexed | Check source exclusions, readability, verification, and crawl status. |
| Different pages give different answers | Resolve the contradiction at the original source. |
| The answer depends on an individual case | Prepare a human follow-up route. |
Use saved answers deliberately.
A saved answer creates a maintained record, with someone responsible for its accuracy. Write the question in the language a visitor is likely to use and include the conditions needed to interpret the answer.
Exact matching can return approved wording directly. Semantic matching can also reuse a saved answer for a similar question, so test nearby questions that should and should not receive that response.
To work from the actual visitor exchange, open Ask Sairo and identify the question that was missed. Supply the correct answer, review the proposal and check the result. A reported error is a reason to investigate, not permission to invent a replacement policy.
An unanswered question stays in the review list even if the visitor later shares contact details or gets another answer. An active saved answer for that question closes the gap; archiving the answer makes the question available for review again.
Example: a service-area question
A question about a nearby town may uncover that the published service area is unclear. Confirm the actual boundary with the business, update the location page, and test both an included town and an excluded one.
Let the gap propose its own answer.
Where your website already covers a question the assistant failed to answer, Sairo can draft the saved answer from that material and hand it to a person to approve. A draft appears only when retrieval clears the website’s own confidence floor, and every claim in it is checked against the supporting passages first.
When the material does not support an answer, no draft is offered and the reason is shown instead. That is the useful result: it tells you the fix is content, not wording.
Ask what a change actually fixed.
Checking one typed question cannot answer the question a person really has after saving an answer or uploading a document: of the questions we already failed, which would we answer now?
Replay runs the recorded unanswered questions back through the real retrieval path at your site’s own confidence floor and sorts them into answered by a saved answer, now covered by the content, or still missing. It deliberately does not generate replies. It measures whether the evidence is there, which is the part a content change can fix.
Close the loop with a repeatable test.
After changing a source, refresh the relevant website content and ask the original question again. Check the answer, its evidence, and the outcome recorded in the workspace.
Keep the question in a small regression set so future model, source, or configuration changes can be checked against it. Review new conversations too; a passing test does not establish that every possible phrasing is handled.