Fourteen users asked your agent about your new pricing tier this week. Your agent had no idea what to say to any of them. It told them it did not have that information and suggested they contact support. Fourteen tickets, for a question that should have been handled automatically, because nobody added the content after the pricing change went live.

Content Gaps would have caught that on day one. Every time your agent cannot answer a question, the question gets logged. By the end of the week you have a ranked list of exactly what your users needed that your agent could not provide. Work through it and those fourteen tickets become zero. The list updates every week. Your agent improves every time you act on it.

In this article, you'll learn:

• What Content Gaps are and how they're generated
• How to find and read them
• How to act on them - step by step
• How to use Content Gaps as part of a regular improvement routine

What Are Content Gaps?

A content gap occurs when a user asks your agent a question and the agent can't find a relevant answer in any of its connected sources. Instead of making something up, the agent acknowledges it doesn't know - but that exchange gets logged as a gap.

Content Gaps don't mean your agent failed. They mean your users have needs your content doesn't cover yet. Every gap is an opportunity.

Where to Find Content Gaps

1. Go to the Analytics tab.
2. On the Overview, scroll down to the Content Gaps panel.

Each entry shows a question or topic your agent couldn't answer during the selected date range.

How to Act on Content Gaps

For each gap, you have a few options depending on what the missing content looks like:

The answer is already in your knowledge base or documents

Your agent should have been able to answer this - but couldn't. This usually means the source isn't connected, isn't synced, or the relevant content isn't accessible.

What to do:

1. Go to Sources and check whether the relevant source is connected and toggled on.
2. If the source is connected, trigger a manual resync to make sure it's up to date.
3. Check the accessibility setting - if the content is set to Internal but the user was public-facing, the agent wouldn't have been able to use it.

The answer doesn't exist anywhere yet

This question hasn't been documented. Your agent genuinely has nothing to draw from.

What to do:

1. Go to Sources → + Add Snippet.
2. Write a clear, direct answer to the question.
3. Give the snippet a title that matches how users phrased the question.
4. Save it - your agent will start using it immediately.

For frequently asked questions that need detailed answers, consider adding a full article to your knowledge base and syncing it instead of relying on a snippet.

The answer exists but needs to be better

Your agent found something related but gave a weak or partial answer. The content exists - it just needs improving.

What to do:

1. Find the relevant article or document in your source.
2. Update it with a clearer, more complete answer.
3. Resync the source to make sure your agent picks up the changes.

The question is outside your agent's scope

Some gaps are intentional - users asked about something your agent isn't meant to handle (competitor products, unrelated topics, etc.).

What to do:

• No content change needed.
• If this type of question comes up repeatedly, add a line to your Custom Instructions telling the agent how to respond to out-of-scope questions gracefully.

Making Content Gaps Part of Your Routine

Content Gaps are most powerful when you review them regularly rather than once.

Recommended routine:

Best Practices

• Treat Content Gaps as your agent's improvement backlog - work through it the same way a product team works through a bug list.
• Prioritize gaps that appear multiple times over one-offs - fixing a recurring gap has a much bigger impact than fixing a question that was only asked once.
• Write titles the way users asked the question, not the way you'd write a knowledge base article title - it helps the agent match the gap to the snippet more accurately.
• After fixing a gap, come back next week and check whether that question is still appearing. If it is, your fix may not have been complete enough.