Knowledge gaps
A knowledge gap is a question a visitor asked that your agent couldn't answer confidently. They're the most valuable list in the product — real customers telling you exactly what your documentation is missing.
How gaps are collected
Every night, HelpShelf rolls up low-confidence questions from the previous day into your gaps list. Near-duplicate questions are clustered together, so "how do I cancel", "cancel my subscription", and "where's the cancel button" become one gap with three variants rather than three separate entries.
You'll find gaps on your agent home and under Knowledge.
Working the list
Gaps are worth triaging in order of frequency. A question asked eleven times is worth an article; a question asked once may not be.
For each gap you have three sensible responses:
- Write an article. The direct fix. See Adding content manually.
- Draft it with AI. Click Draft article on the gap. HelpShelf writes a first pass from your existing content, saves it as an unpublished draft in the generated tier, and links it back to the gap. Read it, correct it, publish it.
- Ignore it. Not every question is one you should answer. Questions about someone else's product, or things you deliberately don't support, are fine to leave.
About AI drafts
A drafted article is a starting point, not a finished one. It's written from content you already have, so it can only rearrange what your knowledge base already knows — if the answer genuinely isn't in there, the draft will be thin or wrong.
Drafts are created unpublished and in the generated trust tier, so they never reach customers or outrank your real articles until you've reviewed them. See Trust tiers.
Gaps as a health signal
Rising gap pressure feeds your readiness score. A sudden spike usually means one of three things: you shipped something new and didn't document it, a page got unpublished by accident, or you're getting traffic from an audience you haven't written for yet.