# Unanswered questions

> The queue of things visitors asked that your agent could not answer — and the fastest way to fix each one.

Source: https://www.hey.support/docs/knowledge/unanswered-questions

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Unanswered questions is the loop that makes an agent better over time. It collects the questions your agent could not answer from your knowledge, groups them, and gives you a one-click way to fix each one.

Open **Knowledge**, then the **Unanswered** tile at the top of the page.

## What lands here

A question arrives when the agent searched your knowledge and found nothing close enough to answer from.

Plenty of things are deliberately filtered out, so the list stays worth reading:

* Questions a **tool** answered — a product lookup, a booking. Your catalog and calendar are not supposed to be in the knowledge base.
* Non-questions: greetings, "thanks", single words.
* Replies sent because a Free workspace hit its conversation cap.
* Anything with no visitor question before it.

## Questions, not messages

The list groups by **question**, not by message. Twenty people asking "do you ship to Canada" in twenty different phrasings is one row with a count of twenty, not twenty rows.

That matters for what the buttons mean: dismissing a question also suppresses the next person who asks the same thing, and resolving one stays checkable afterwards.

<Screenshot src="/docs-media/knowledge/unanswered-questions.jpg" alt="The Unanswered questions detail sheet open over the queue. It shows the question 'Do you allow pets at the Osaka location?', how often it was asked, a 'Nothing found' severity note explaining the knowledge base had nothing on it, the reply the agent gave instead, a link to the conversation, and a 'Teach the answer' section with a Draft an answer button above editable Question and Answer fields." label="The Unanswered questions queue — clustered rows with counts and severity, one row open in the detail sheet" caption="The fix happens here. Draft an answer writes one from your existing knowledge, or you type your own — either way saving it resolves the question and the agent uses it word for word." />

## Fixing one

Open a row to get a side panel with the real conversations behind it. From there:

* **Draft an answer.** We first check whether your knowledge actually does cover it — if so you are offered *Mark resolved* rather than a redundant answer. If not, we draft one from your closest content, leaving `[PLACEHOLDER]` wherever we would otherwise be inventing a fact. Edit it and save.
* **Save as a quick answer.** The edited draft becomes a [quick answer](/docs/knowledge/quick-answers-and-links) and the row resolves itself, with an Undo.
* **Add a source instead.** If the real fix is a page that was never indexed, add it in [Knowledge](/docs/knowledge/website).
* **Dismiss.** For things you have no intention of answering.

## Reopening

A resolved question **comes back**, flagged as reopened, if somebody asks it again after you resolved it. That is the signal your fix did not take — usually a quick answer that reads well but does not match how people actually phrase the question.

Dismissed questions never come back on their own, but you can find them again under the Dismissed filter.

## Filters

Filter by time window — 7, 30 or 90 days, or everything. Counts always cover the whole set rather than the filtered view, so switching filters does not change what you are being told about the size of the problem.