In short
- Collected for you.Questions the agent held back on, or that visitors rated as not answered, wrong or outdated, are gathered automatically.
- Grouped by meaning.The same question asked ten different ways shows up once, with a count.
- Answer once, live at once.Your answer is saved to the agent's knowledge and used from the next conversation.
- Privacy kept.Only three masked examples per group are kept, and each is deleted after 90 days.
No content is complete on day one. The fastest way to improve your agent is to see what real visitors asked that it could not answer, and to fill those gaps. OneType does the collecting and sorting, so all you do is write the missing answers.
What counts as unanswered
- The agent said it did not know, because your content had no answer.
- A visitor rated an answer down as not answering the question.
- A visitor rated an answer down as wrong.
- A visitor rated an answer down as outdated.
In each case, the visitor's question is recorded, so you see what they actually wanted, not just that something went wrong.
Grouped so you can act
People ask the same thing in many ways. "Do you ship to Canada?" and "Can I order from Toronto?" are one gap, not two. OneType groups similar questions by meaning and shows each group with one representative question, how many times it was asked, and up to three examples of how visitors phrased it. The most asked groups come first.
Answer a group in one click
Find the list on your dashboard and on the Analytics page. Click Answer on a group, write the answer, and save. It becomes a saved answer in the agent's knowledge, live at once, and the group is marked resolved. If a group is not worth answering, for example because it is off-topic, dismiss it and it leaves the list.
Owners and admins can answer and dismiss groups. Everyone on the team can see them.
Visitor privacy stays intact
Visitors' words are kept only as up to three examples per group, with emails, card numbers and phone numbers masked. Each example is deleted after 90 days, or sooner if its conversation is deleted.
Make it a weekly habit
The list is most useful when you check it regularly. A few minutes a week is often enough: answer the biggest groups, dismiss the noise, and watch the list get shorter as your agent learns. Because the most asked groups come first, every answer you write helps the largest number of visitors.
Visitor ratings feed the list too. When someone rates an answer down and says it was wrong or outdated, that question shows up here, so you also catch content that has gone stale, not only content that is missing.
Before you go live, too
You do not have to wait for real visitors to find gaps. A ticket replay runs the questions your customers already asked through your agent and groups the ones it could not answer in the same way. Fill those first, and your agent starts with far fewer gaps on day one. After launch, this list keeps doing the same job with live conversations.