Find gaps in your documentation from real customer questions

Every support team has a list of questions its docs do not answer. Usually nobody can see that list: it is spread across tickets, chat logs and the memory of whoever answers the inbox. A support chatbot that refuses when it does not know produces that list as a side effect. Paperlink AI turns it into two reports your team can act on.

How it works in Paperlink AI

The Unanswered report

When the bot cannot answer a question from your content, it says so and the question goes into the Unanswered report. Questions that arrive after your workspace used its monthly replies go there too, so you see demand you could not serve. Pick a range of 7, 30 or 90 days.

Each row in the full report shows the question, how many times it was asked, where it was asked, when it was last asked, and "Contact card shown N of M times". That last line tells you how often visitors who hit the gap were offered a way to reach your team.

Needs review

A gap is not only a missing answer. Sometimes the bot answers from a page that is wrong or out of date. Visitors can rate every answer in the widget, and a thumbs-down lands in Needs review with the reason they picked: Wrong answer, Out of date, Not what I asked or Something else. Select View conversation to see the full exchange and the sources the bot used, which points you to the exact page to fix.

Overview and the weekly email

The Overview page shows the Answered rate for the last 30 days, a teaser of the past week's unanswered questions, and the documents the bot cites most. Workspaces with a card on file, and Enterprise workspaces, also get a weekly report email every Monday with the same headline numbers and a short summary of the unanswered questions.

Close a gap in four steps

1. Open the question

   Select a question in the report. The conversation opens with everything the visitor asked.

2. Name the missing fact

   Decide what your content does not say. Often it is one sentence: a limit, a date, a policy exception.

3. Add it where it belongs

   Write it into the help page your site already has, or upload a new version of the document. Imported pages are picked up at the next update.

4. Watch the question

   Check the report later. The question stops repeating once the bot can answer it.

Fix gaps in your real help pages, not only in the bot. The same page then helps visitors who search, read or never open the widget.

What to look for in any tool

Most chatbots have some analytics page. For finding documentation gaps, these details matter:

• Does the bot refuse, or guess? A gap report depends on the bot admitting it does not know. A bot that guesses hides your gaps behind plausible answers, and the report stays empty.
• Are similar questions grouped? Fifty phrasings of one question should count as one gap with a count of fifty, so you fix the most asked first.
• Can you reach the full conversation? A question alone rarely says what is missing. The follow-ups do.
• Are wrong answers reported separately? Missing content and outdated content need different fixes. Visitor ratings with a reason separate them.
• Can you export it? Your docs team may plan work in another tool. A CSV export moves the list without copy and paste.
• Is the report on your plan? Ask which plan unlocks the full list, so you are not surprised after the trial.

Write the fix

Once you know the gap, write the answer so people and bots can both use it. Read how to write help articles customers understand, start from a documentation template, and check the result with the readability checker. When the same handful of questions keeps coming up, the FAQ generator turns your page text into a draft FAQ.