> ## Documentation Index
> Fetch the complete documentation index at: https://docs.chatref.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Answered vs Couldn't Answer

> Find the questions your bot can't handle yet and learn the loop to fix them.

This is the most useful view in Insights. It shows you, in plain language, what
your bot is good at – and exactly where it falls short. Better still, it tells
you how to close each gap.

You'll find two lists side by side.

## What your bot answered

The first list is **questions your bot fully answered on its own** – the ones it
handled without any help. This is a quick confidence check that your training is
paying off. Each row links to that chat in your Inbox, so you can read how your
bot replied.

If it's empty, your bot hasn't fully answered anything on its own yet. Give it
more content and a little time.

## Questions your bot couldn't answer

The second list is **questions your bot couldn't answer**. Instead of a long,
messy list, similar questions are grouped into short **themes** – a few words
each – with the **most common theme first**. So a coffee store might see
"international shipping" at the top, meaning lots of visitors asked about it and
the bot came up short.

Every theme has a **How to fix** tip. The advice is always the same simple move:

<Info>
  Add that topic to your **Knowledge Base** and retrain, so your bot can answer
  questions like it next time.
</Info>

## The improvement loop

Fixing your bot is a short, repeatable loop. Run it whenever a new theme climbs
the list.

<Steps>
  <Step title="Spot a common unanswered theme" icon="chart-line">
    Open Insights and look at the top of the **couldn't answer** list. The theme
    at the top is the one hurting you most.
  </Step>

  <Step title="Add content about it" icon="file">
    Go to the **Sources** tab and add what's missing – a **Website** page, a
    **File**, or a quick **Text** note. A coffee store would add its shipping
    page or paste a short shipping FAQ.
  </Step>

  <Step title="Retrain your bot" icon="bolt">
    Let the new source finish training. You'll get an email when the batch is
    done, and your bot can then answer from the new content.
  </Step>

  <Step title="Watch the number drop" icon="comments">
    Come back to Insights in a day or two. That theme should fall down the
    **couldn't answer** list – or disappear as your bot starts handling it.
  </Step>
</Steps>

<Tip>
  Tackle the most frequent theme first. It's at the top of the list for a reason –
  fixing it helps the most visitors with the least effort.
</Tip>

## Next steps

<CardGroup cols={2}>
  <Card title="Add to your Knowledge Base" icon="globe" href="/knowledge-base/overview">
    The three ways to train your bot on new content.
  </Card>

  <Card title="Every number explained" icon="chart-line" href="/insights/metrics-explained">
    What "answered" and "couldn't answer" really measure.
  </Card>
</CardGroup>