How to manage unanswered AI Employee questions

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Set up a clear fallback response for unknown questions and create a workflow to notify your team to review and answer the customer manually.

    Who this article is for

    This article is for support managers responsible for monitoring AI performance.

    Overview

    No AI knows everything. When the AI Employee encounters a question outside its knowledge base, it must fail gracefully. Managing these unanswered questions effectively prevents customer frustration and highlights areas where your knowledge base needs expansion.

    Before you begin

    • Ensure a polite fallback response is configured
    • Set up notifications for unanswered questions
    • Regularly review logs to update the knowledge base

    Step 1: Step 1: Configure the Fallback Response

    In Settings > AI Employee > Business Rules, ensure your fallback response is helpful. Example: 'I don't have the exact answer for that, but I'll connect you with a team member who does.'

    Step 2: Step 2: Enable Notifications

    Configure the system to trigger a notification (email, SMS, or in-app) to your support team whenever the AI uses the fallback response. This ensures the customer gets a human reply quickly.

    Step 3: Step 3: Review the Conversation

    When notified, a team member should review the chat history to understand the context before jumping in to answer the customer manually.

    Step 4: Step 4: Update the Knowledge Base

    Don't just answer the customer—fix the root cause. Take the customer's question and your human answer, and add them as a new Q&A snippet in the AI's Knowledge Base.

    Step 5: Step 5: Sync the AI

    Click 'Sync' or 'Train AI' so the AI can answer that specific question automatically next time.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Treat every unanswered question as an opportunity to improve the AI. If one customer asked it, others likely will too.

    Important clarification

    Ignoring the notifications for unanswered questions. If the AI says 'I'll connect you to a human' and no human ever responds, the customer experience is ruined.

    Resolution guidance

    The AI is giving wrong answers instead of using the fallback response.

    Your AI's instructions may be too loose, allowing it to guess. Update the Business Rules to strictly forbid guessing and mandate the fallback response when uncertain.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.