Introduction:
The Missing Information page is a powerful tool that highlights questions your Sales Assistant couldn't answer due to gaps in your website or knowledge base. By addressing these unanswered questions, you can improve your AI's accuracy, enhance customer satisfaction, and boost sales conversions.
What is the Missing Information Page?
The Missing Information page collects real customer questions that your Sales Assistant couldn't answer because the necessary information wasn't available in your connected knowledge sources. These gaps represent valuable opportunities to enhance your content and improve the AI's ability to assist your customers.
How to Access the Missing Information Page:
Log in to your Rep Console
Navigate to the Insights section in the left sidebar
Click on "Missing information"
Key Features:
Tab Navigation:
Open (default): Displays all unanswered customer questions
Resolved: Shows previously answered questions that now have solutions
Question List Information:
Each entry in the Missing Information page includes:
Question: The customer query or intent
Comes From: The webpage or section where the question originated (e.g., product page, cart, collection page)
Topic: The category of the question (e.g., Product-related, Shipping, Returns)
Times Asked: How frequently this question appears
Created At: When the question was first recorded
Answer: Button to provide a response for future similar queries
How to Resolve Missing Information:
Adding Answers:
Browse the list of open questions
Click the "Answer" button next to a question you want to address
In the dialog box that appears, provide a complete, helpful answer
(Optional) Associate the answer with specific product pages if relevant
(Optional) Choose post-answer actions like offering further assistance or recommending products
Click "Publish" to save your answer
Understanding Question Groups:
Questions are automatically grouped by similar intent. When you expand a question, you'll see:
Multiple variations of the same question
The exact pages where customers asked these questions
Topic categorization to help prioritize by subject area
Best Practices for Answering Questions:
Be Comprehensive: Provide detailed answers that fully address the customer's query
Use Clear Language: Write in a simple, straightforward manner that all customers can understand
Include Specifics: When applicable, include product details, measurements, materials, or other relevant specifications
Keep it Current: Regularly review your Missing Information page to address new questions
Filtering and Searching:
The Missing Information page provides powerful tools to help you prioritize which questions to address first:
Search Bar: Quickly locate specific keywords or phrases within customer questions.
Filters: Click the "Filters" button to refine your view:
Topic: Select specific categories (e.g., "Shipping," "Product-related questions," "Payment and refunds") to focus on particular areas of your business.
Minimum Frequency: Set a threshold (1-5) to filter out questions that were asked infrequently. For example, setting this to "3" will hide questions asked only once or twice, helping you focus on issues affecting multiple customers and reducing noise from one-off queries.
Tips for Effective Filtering:
Start with a Minimum Frequency of 3 or higher if you have high conversation volume—this helps you tackle the most common pain points first.
Combine Topic and Minimum Frequency filters to focus on recurring questions in specific business areas.
Use the Search Bar to quickly find questions about specific products, policies, or features.
Benefits of Using the Missing Information Page:
Identify gaps in your website content
Improve your Sales Assistant's ability to help customers
Reduce customer frustration by addressing common questions
Increase conversions by providing information customers need to make purchase decisions
Save time by creating answers once that can be used repeatedly
Troubleshooting:
If you don't see any questions in your Missing Information page, your Sales Assistant might already be answering most questions successfully
If you see many similar questions, consider updating your website content to make this information more prominent
Need More Help?
Contact Rep AI support if you have questions about using the Missing Information feature or need assistance with optimizing your responses.