# Close knowledge gaps

> When your assistant finds no answer to a question, scoco collects it on the Knowledge tab and under Reports → Topics — an answer you add there applies from the next call.

https://scoco.ai/en/docs/knowledge-gaps/

No knowledge base is complete on day one. When a caller asks something your assistant finds nothing on, scoco remembers the question. This page shows where these questions turn up and how to close them with an answer, so your assistant can answer them next time.

## How a knowledge gap arises

When **Use the knowledge base** is on, your assistant looks up factual questions in your documents. If it finds nothing that fits, it is instructed not to guess. It tells the caller it has no reliable information on that and takes the question down. scoco stores the question as an open question for this assistant.

- scoco counts the same question together, for example as asked 3×.
- Test calls create no open questions.
- With **Use the knowledge base** off, your assistant looks nothing up, so no open questions arise.

## Where to find open questions

- **On the “Knowledge” tab**: below the **Knowledge base** there is a card with the open questions from callers, most frequent first. If there are none, the card is not shown.
- **On the “Overview”**: under **Needs your attention**, each question appears as **Question with no answer in the knowledge base**. **Add an answer** takes you straight to the card on the **Knowledge** tab.
- **Under “Reports › Topics”**: topics where the knowledge base had no answer carry a warning sign.
- **In the “Weekly digest”**: the weekly e-mail names the most frequently asked open question.

## Answer a question

1. Open **Assistants › Knowledge** and go to the card with the open questions.
2. Next to the question, click **Add an answer**.
3. Under **Answer**, write in full sentences what your assistant should say.
4. Click **Save**.

The answer goes into the **Knowledge base** as a document with the source **Text**, titled with the question. It applies from the next call. Every open entry with the same question is closed along with it. You change the answer like any other document, see [Manage what your assistant knows](https://scoco.ai/en/docs/knowledge/#change).

Under **Reports › Topics** it works the same way: **Add an answer** in the topic's row, enter the answer, **Add to the knowledge base**.

## Hide a question

Not every question deserves an answer, for example one that has nothing to do with your business. **Hide** closes it without an answer. If someone asks the same thing again later, it reappears.

## Who sees what

**Owner** and **Admin** can answer and hide questions. The **Viewer** role sees the warning sign under **Reports › Topics** but no button to answer. **Member** users do not see **Reports**. More under [Roles and permissions](https://scoco.ai/en/docs/roles-and-permissions/).

## Common problems

**The card with open questions is missing.** Either nothing is open, or **Use the knowledge base** is off.

**Many answers are already on your website.** If no website is linked yet, the card shows a **Read in your website** link to the website card. That brings in services and frequent questions in one go, see [Import your website](https://scoco.ai/en/docs/website-import/).

**Callers ask about opening hours.** Enter the hours under **Assistants › Behaviour** in **Business hours**, not as a document. Your assistant answers from there without looking anything up.

**“Topics” is still empty.** Topics appear once at least 20 calls within 90 days have been analysed. The card on the **Knowledge** tab shows open questions from the first call on.

**The same question appears twice.** scoco only groups questions worded the same. Answer one and hide the other.

_Last checked: 25 October 2026_