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Every week Aide lists the questions your customers ask that your team answers but your knowledge doesn’t. Each gap comes with the text to add and the article to put it in, and is checked against your whole knowledge base before you see it. Find them in Knowledge > Gaps.

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Where gaps come from

When Aide can’t answer a customer from your knowledge, it notes what was missing. Aide groups those notes across conversations and reads the reply a teammate sent next, so a suggested fix says what your team actually says. Before a gap is listed, Aide reads it against your articles in full, drafts included. If an article already answers it, nothing is listed: the fix is on Aide’s side, not yours.

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Three kinds of fix

  • New article: a suggested title and article text, each with a copy button, and the article it belongs next to when there is one.
  • Correction: a sentence an article gets wrong, quoted exactly as it is today under “Current text”, with the text to use under “Replace with” and a copy button.
  • Unpublished draft: a draft article already answers the question but isn’t published. Publish it so Aide and your customers can read it.
Click the article’s name to open it in Knowledge.

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How the list is ordered

Gaps are grouped by what customers were asking about, the most-asked first. Each one shows how many conversations it came up in, and why Aide suggests it. The count grows when later weeks see the same question.

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Mark done or dismiss

  • Mark done: you made the change in your help center yourself.
  • Dismiss: choose why (“Our knowledge already covers this”, “The suggestion is wrong”, “Our policy is different”, “Not useful”, “Not now” or “Something else”) and add a note if you like. Aide won’t suggest that gap again for 90 days.
Either way the gap leaves the list straight away. You don’t have to mark a gap done: once you fix the article, the next weekly check finds it and the gap leaves the list on its own.

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Policy questions

When teammates answer the same question differently, Aide doesn’t draft an article. Instead, below the gaps, “Policy questions” lists the question with each answer your team gave and how many conversations it was given in. Decide which answer is right and write it down in your knowledge.

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No gaps yet

When there are no open gaps, the page says “No gaps right now”. Gaps appear weekly, once Aide has checked them against your help center.