> For the complete documentation index, see [llms.txt](https://help.botpenguin.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.botpenguin.com/bots/website-mobile-app-bot/train-your-ai-chatbot/unanswered-questions.md).

# Unanswered Questions

This section contains essential information and usage guidelines for managing Unanswered Questions inside BotPenguin.

### What is Unanswered Questions?

Unanswered Questions is a log of every query your AI chatbot couldn't answer. It lets you review these questions over a chosen date range and train the bot directly by adding an answer, which converts the question into an FAQ. This closes knowledge gaps without you having to guess what your bot is missing.

***

### When should you use this?

Use this feature when:

* You want to find out what your chatbot is failing to answer for real users
* You need to regularly close gaps in your bot's knowledge base without waiting for user complaints
* You are trying to turn real customer questions into trained FAQs instead of guessing what to add

***

### Benefits of Unanswered Questions

* 🎯 Identify Knowledge Gaps: Quickly see where your chatbot needs improvement.
* 🟢 Continuous Learning: Add answers to unanswered questions to improve future responses.
* ⚡ Data-Driven Insights: Analyze trends in questions your users ask.
* 🔧 Easy Training: Directly convert unanswered questions into FAQs.
* 📈 Enhanced User Satisfaction: Reduces repetitive unanswered queries and improves response accuracy.

***

### Expected Outcome

After setting this up:

* Your chatbot will have fewer repeated gaps, since real user questions get turned into trained FAQs
* You will notice a shrinking list of unanswered questions over time as you clear the backlog
* Users will experience fewer fallback/error responses on questions your bot has already been trained on

{% hint style="info" icon="lightbulb" %}
Tip: Treat this tab as a recurring task, not a one-time cleanup — new unanswered questions will keep appearing as users ask things your current knowledge base doesn't cover.
{% endhint %}

***

### How to Use Unanswered Questions

1. Choose your desired Website Chatbot, and select the same.
2. Go to **"Bot Training"** from the left sidebar, then click on the **"Un-answered Questions"** tab.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FbwlYKwPzzrOHwAigQXyz%2Fimage.png?alt=media&amp;token=43d3c26c-ccda-436b-9ae2-71d692b28ab7" alt=""><figcaption></figcaption></figure>

3. Use the date range fields to pick the period you want to review, or click the **"Export"** icon to download the list as a CSV.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F4Gt816tp0LrEKMToZeXu%2Fimage.png?alt=media&amp;token=53cac8c0-36e6-4223-a956-c58ef30c1ca4" alt=""><figcaption></figcaption></figure>

4. Click the action icon next to a question to open the **"Add FAQ"** form, pre-filled with that question.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F8tKU7HLE0FfGvqDNu3xF%2Fimage.png?alt=media&amp;token=175338e3-c76a-4f2e-853a-f9a320eb43ad" alt=""><figcaption></figcaption></figure>

5. Type the answer into the Answer field and click **"Add FAQ"** to save it into your trained knowledge base.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F26wegad88ZyYM5j67UKR%2Fimage.png?alt=media&amp;token=ea54f617-602d-46eb-817d-f26af9bbc539" alt=""><figcaption></figcaption></figure>

***

### Best Practices

> ⚠️ Don't try to answer overly broad or vague unanswered questions as-is — rephrase them into a clear, specific Q\&A pair, or address the underlying topic through Website or File Upload training instead.

> 🚀 Widen the date range before exporting if you want a full historical view — the table defaults to a recent window, not all-time.

> 🎯 Prioritize questions that repeat often over one-off or oddly phrased queries — they'll have the biggest impact on user satisfaction.

***

### Troubleshooting

<details>

<summary>Issue: No unanswered questions are showing in the table</summary>

This usually means the selected date range doesn't cover the period you're expecting. The table defaults to a recent window, not all-time, so widen the date range using the calendar picker before assuming your bot has no gaps. If the range is correct and the table is still empty, it genuinely means no unanswered questions were logged in that period.

</details>

<details>

<summary>Issue: I added an answer but the question still doesn't seem trained</summary>

Make sure you clicked **"Add FAQ"** after typing the answer — opening the form and pre-filling the question doesn't save anything on its own. Once saved, the question moves out of the unanswered list and into your FAQs as a trained entry.

</details>

<details>

<summary>Issue: My exported CSV is missing recent unanswered questions</summary>

The export pulls whatever is currently shown in the table, which is limited by your selected date range. Expand the date range before exporting if you want the export to include older or more recent entries.

</details>

***

### FAQs

<details>

<summary>Why are unanswered questions important for training?</summary>

They show you exactly where your chatbot's knowledge base has gaps, based on real questions real users asked — rather than guesses about what content to add.

</details>

<details>

<summary>What's the best way to respond to these missed questions?</summary>

Write a clear, direct answer to the specific question asked, then save it via **"Add FAQ."** If the same gap shows up across many similarly-phrased questions, it may also be worth adding the underlying content to your Website or File Upload training.

</details>

<details>

<summary>How often should I check for unanswered questions?</summary>

There's no fixed platform-enforced schedule — but reviewing this tab regularly (e.g. weekly) as part of your bot maintenance routine keeps knowledge gaps from piling up.

</details>

<details>

<summary>What if the unanswered question is too broad or vague?</summary>

You can still answer it as-is, but a more useful approach is to rephrase it into a specific, well-scoped question before training it as an FAQ — vague questions tend to produce vague, less helpful trained answers.

</details>

<details>

<summary>Can I train the unanswered questions from the same tab?</summary>

Yes. Clicking the action icon next to a question opens the Add FAQ form with the question pre-filled — you only need to add the answer and save, without leaving the Conversation History tab.

</details>

<details>

<summary>Does deleting an unanswered question train the bot on it?</summary>

No. Deleting a logged question only removes it from the unanswered list — it does not create an FAQ. Use the "Send to FAQ" action instead if you want the question trained.

</details>

<details>

<summary>Can I export unanswered questions for offline review?</summary>

Yes, use the Export option to download the current list as a CSV, which you can review offline and use to prepare answers before training the bot.

</details>

***

### Related Articles

{% content-ref url="/pages/KbWEponG5SLbZKesaUPC" %}
[FAQs](/bots/website-mobile-app-bot/train-your-ai-chatbot/faqs.md)
{% endcontent-ref %}

{% content-ref url="/pages/coNSd8CVYr0DipaFDs6d" %}
[Website](/bots/website-mobile-app-bot/train-your-ai-chatbot/website.md)
{% endcontent-ref %}

{% content-ref url="/pages/PuiPPctInQ5RE0niz2yl" %}
[File Upload](/bots/website-mobile-app-bot/train-your-ai-chatbot/file-upload.md)
{% endcontent-ref %}

***

### Support

If you still have questions for our team, write to us at **<support@botpenguin.com>**. We'll get back to you within 48 hours.

***

### 🎉 Completion 🎉

🎉 Congratulations, you have successfully completed this section! You're one step closer to mastering BotPenguin.