Review questions your agent couldn't answer
Every business has questions it forgot to write down. Voxido catches the ones your agents couldn't answer, groups the similar ones, and drafts an answer. You read it, fix it, and approve it. From the next conversation, every agent using that library knows the answer.
Find it: Sidebar → Knowledge → Questions to review tab
How questions get here
The page explains it under How we find these:
- After each call or web chat — AI reads the transcript and marks questions the agent dodged, didn't know, answered off-topic or handed to a person, plus ones the customer had to repeat. Price talks, payments, booking changes, complaints and emergencies are left out.
- During WhatsApp and chats — the agent flags a question itself when it can't answer it.
- Once a day — similar questions from the last 30 days are grouped, and an answer is drafted for each group.
So a new question can take up to a day to appear. These are AI judgements: always read the draft before you approve it.
Approve, edit or dismiss?
| The draft is… | Do this |
|---|---|
| Right | Approve and add |
| Nearly right (wrong price, missing detail) | Edit, then Approve and add |
| Something you never want the agent to answer (legal, medical, refunds) | Dismiss, and make sure your instructions hand these to a person |
| A one-off or nonsense | Dismiss |
Review one question
- Open the Questions to review tab. You'll see: Unanswered questions, totals (Questions, Times asked, From calls, From chats), and a list. Each row shows the question and "Asked N times".
- Click a row to open it. You'll see: What guests said (up to 3 real examples) and the Drafted answer.
- To change the wording, click Edit, fix the Question and Answer, and click Save changes. You'll see: "Draft updated".
- Click Approve and add. You'll see: an Add to Knowledge Base window with an FAQ preview.
- Pick the Target library. Under How to add it, choose Create new document (recommended) or Append to existing and pick the Target document.
- Click Add to Knowledge Base (or Append & reindex). You'll see: a confirmation with a "View in (library) →" link. The question leaves the list.
Approved answers appear in the FAQs tab of that library, marked "Approved FAQ". They're indexed like any document; once Indexed, agents use them.
Dismiss a question
Click Dismiss. You'll see "Suggestion dismissed — Agents keep handing this question to your team." with Undo for a few seconds. After that, it's gone for good.
Review many at once
- Tick the box on each row, or click Select all (N). You'll see: a bar at the bottom with the number selected.
- Click Approve all or Dismiss all. Approve all asks for a Target library, and whether to Create N new documents (recommended) or Merge into one document.
- To start again, clear the selection from the bar.
Use the All, Calls and Chats tabs to review one channel at a time.
Review from inside an agent
The agent's Knowledge section shows Suggested facts ("N drafted from real conversations"). Click Add to KB to edit and add one, or × to dismiss it. See Agent Knowledge.
Examples
- Salon: "Do you do bridal makeup at home?" asked 6 times. Draft: "Yes, within city limits, from ₹8,000." You add the travel fee and approve.
- Coaching centre: "Is there a demo class?" asked 9 times. You approve, and enquiries stop going to staff.
- Clinic: "Can I get a refund for a missed appointment?" You dismiss it and keep refunds with your front desk.
Common problems
The list is empty. "You're all caught up" means nothing is waiting. New questions appear about once a day.
Approve and add is greyed out. There's no draft yet. Click Edit, write the answer, save, then approve.
The agent still doesn't know the approved answer. Check it shows Indexed in the FAQs tab, and that the library is switched on for that agent.