The Missing Information screen presents the customer questions for which the AI couldn't find the answer. This tool helps you identify and address the AI's knowledge gaps for future shopper inquiries.
- Access the Missing Information screen
- Navigate and organize the Missing Information screen
- Answer questions by adding Custom FAQs
- Monitor and update regularly
Access the Missing Information screen
- Log into the Rep console at the following link: https://app.hellorep.ai/home
- In the left-hand menu, navigate to Insights > Missing Information.
- The Missing Information page contains a list of shopper inquiries for which Rep couldn't find an answer, based on the information available on your website or in the Knowledge Base in your Rep console.
Navigate and organize the Missing Information screen
Under the search bar on the Missing Information page, you'll see a list of customer questions for which the AI couldn't find the answer.
Columns
The questions are organized by columns.
The Comes from column indicates the URL path (particular page on your website) where the question was asked.
You can sort by the Topic, Times Asked, and Created At columns by simply clicking on the column name.
Dismiss/Snooze
Clicking the three vertical dots to the right of each entry opens an overflow menu.
In the overflow menu, you can Dismiss the question or Snooze for one week. Dismissing the question removes it entirely from the Missing Information page.
View Conversations
Clicking on a particular unanswered question will expand a collapsible list, displaying the conversation(s) in which the question was asked.
Hovering over one of the conversations, you'll notice the See Conversation option appear on the right, which directs you to the log of that particular conversation on the Conversations page.
Answer questions by adding Custom FAQs
There are several ways to update your Rep concierge's knowledge, including directly updating the information on your website or using one of the tools in Rep's Knowledge Base feature. (To learn more about all the ways to train the AI, please refer to the following Rep help center article: Refine the AI's responses)
We've integrated one of those Knowledge Base tools, called Custom FAQs, directly into the Missing Information page experience.
To create a custom FAQ to answer a particular question on this page, select the Answer button to the right of the question.
A pop-up window titled Add a new FAQ will appear. Type or paste the answer you'd like Rep to provide going forward into the Answer textbox. Once you've made your desired edits, press Publish to add this custom FAQ to your Rep AI concierge's Knowledge Base.
Monitor and update regularly
The Missing Information page updates automatically based on recent customer interactions.
To ensure your Rep concierge is equipped with the information necessary to answer common shopper inquiries, we recommend checking the Missing Information page for new unanswered questions on a routine basis.
Need help or advice? Reach out to us at: support@hellorep.ai