Every question that led to a handoff or for which there was no knowledge is collected as a knowledge gap. You see at a glance which articles are missing – and create a draft from any gap with one click.
The key capabilities of this feature at a glance.
Handoffs and answers without a source are flagged as gaps.
"Article" creates a draft directly from the chat for review.
One gap per conversation – no list full of repeats.
Handled gaps are hidden; the rest stays visible.
What happens behind the scenes – in three steps.
A question leads to a handoff or finds no source.
Question and reason land in the knowledge gaps list.
One click to a draft article – and the gap is done.