Unanswered Questions
Every time a customer asks something your Knowledge Base cannot answer, Fiko records it here. Use this panel to find gaps in your KB, prioritize what to add next, and mark questions as covered once you have added the right knowledge source.
Automatic capture
Questions appear automatically when the AI cannot find a matching answer in your knowledge sources.
Triage by status
Filter questions by Open, Covered, or Ignored to focus on what needs action and track your progress.
One-click knowledge upload
Go directly from an unanswered question to adding a new knowledge source — the question text is pre-filled for you.
Status filters
Four filter tabs appear above the table. Each tab shows a count of questions in that status. Click a tab to narrow the list.
| Tab | What it shows | Pill color |
|---|---|---|
| All | Every recorded question regardless of status | — |
| Open | Questions that have not yet been resolved | ● Open |
| Covered | Questions you have marked as covered by a knowledge source | ● Covered |
| Ignored | Questions you have dismissed as not relevant | ● Ignored |
Table columns
| Column | Description |
|---|---|
| Question | The customer's question text (truncated to two lines). A reason subtitle may appear below the question text if the system recorded why it could not answer. |
| Asked | How many times this question has been asked (e.g. "5×"). |
| Language | ISO language code of the question in uppercase (e.g. "EN", "VI"). |
| Status | Colored status pill: Open, Covered, or Ignored. |
| Last asked | Relative time of the most recent occurrence (e.g. "3d ago"). Hover to see the full timestamp. |
The table loads up to 50 questions at a time. Click any row to open the detail panel (see below).
Row actions
Click the three-dot menu (⋯) at the end of any row to take an action on that question. Actions are only available to users who are not in the Viewer role.
Mark covered
Sets the question status to Covered. Use this when you have added a knowledge source that answers this question. This action is hidden if the question is already Covered.
Ignore
Sets the question status to Ignored. Use this to dismiss questions that are out of scope or not relevant. This action is hidden if the question is already Ignored.
Re-open
Resets the question status back to Open. Available when a question is Covered or Ignored. This action is hidden if the question is already Open.
Upload knowledge source
Opens the Add source panel on the right side of the screen. The question text is pre-filled as the source name, conversation description, and customer message example — saving you from re-typing it. After uploading, mark the question as Covered manually.
Occurrence detail
Clicking anywhere on a row opens a modal showing every recorded occurrence of that question. Each occurrence displays the timestamp when it was asked and, if available, the reason the Knowledge Base could not answer. The most recent occurrence is marked with a Latest badge.
Use occurrence history to judge priority — a question asked 10 times in the past day is more urgent than one asked once a month ago.
Empty state
"No unanswered questions yet — when a customer asks something the KB can't cover, it will appear here."
This message appears when no questions match the current status filter. If you see it on the All tab, your Knowledge Base is covering all customer questions.
Who can access this page
The Unanswered Questions panel is visible to all roles. However, users with the Viewer role can only view the list — they cannot mark questions as Covered or Ignored, re-open questions, or upload knowledge sources.
| Role | View list | Take actions |
|---|---|---|
| Company Admin | Yes | Yes |
| Member / Agent | Yes | Yes |
| Viewer | Yes | No — actions are hidden |
Needs product confirmation
- Whether questions are automatically de-duplicated across customers or stored as separate records.
- What the exact reason codes look like in the UI (no examples found in code).
- Whether marking a question as Covered links it to a specific knowledge source.
- Whether the 50-question limit is the total ceiling or just the first page (cursor-based pagination found in API).