Your assistant answers hundreds of customer questions every week. But what about the ones it can't?
Until now, finding out meant scrolling through conversations one by one, guessing which questions actually matter, and hoping the next help article you write is the right one.
Today I'm very excited to introduce Insights - one dashboard that shows you exactly what your customers are asking, where your knowledge base falls short, and what to fix first.
One place for everything
Insights replaces the old Knowledge Gap and Analytics pages with a single section in your dashboard (your old links redirect automatically). It has two pages: Snapshot and Topics.
The Snapshot sorts your conversations into three buckets: Gaps (questions your assistant couldn't answer), Complaints (customers who weren't happy), and Wins (moments your assistant nailed it). You also get week-over-week trends, conversation volume, and which channels your customers are chatting from.
And it's fast. The Snapshot appears in a second or two, and the rest of the sections stream in as they're ready. No staring at spinners.
The headline: Topics
Here's my favorite part.
Customers ask the same question in wildly different ways. "Do you ship to Canada?", "can u deliver toronto", "what about international orders" - to you, that's one question. Until now, your dashboard treated it as ten.
Topics groups questions by meaning. Ten differently-worded questions become one row. The Conversations page is now called Topics, with a side-by-side view: your topics on the left, and on the right every phrasing, every conversation, and what your assistant said when it came up short.
This changes how the workload feels. "837 unanswered questions" sounds impossible. "103 topics" is a to-do list. Write one article, and the whole topic is answered.
The Snapshot's Categories cards got the same treatment, so you can see at a glance what customers are asking about in each area of your business.
Gaps you can actually read
Real customer messages are messy - typos, fragments, "hey quick question about the thing from before". Insights rewrites them into clear, readable question titles using the context of the conversation, so you understand each gap without opening a single chat.
Top knowledge gaps ranks them by importance, right on the Snapshot under "Fix first". Complaints get the same care: short summaries of what went wrong, in plain English.
From gap to published article in one click
See a gap worth fixing? Click Write an article.
The editor opens with the title and category already filled in, plus a card of the specific customer questions your article should answer. You write the article - Answer HQ doesn't put words in your mouth, because nobody knows your business like you do. When you save it, the whole topic is marked answered and drops off your list.
No more guessing what to write. Your customers already told you.
Available today
Insights is available on Pro and Growth plans - head to Insights in your dashboard sidebar.
One thing I want to be upfront about: the analysis runs on every plan, behind the scenes. So if you're on Basic or a free trial, Answer HQ is already learning from your conversations - and the moment you upgrade to Pro, Insights lights up instantly with your history. No waiting, no starting from zero.
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This is the biggest thing I've shipped since Connectors, and I'd love to hear what you think. Email me at hello@answerhq.co or chat with us in the widget (yes, it's powered by Answer HQ).
Thank you for being part of the Answer HQ journey,
Jacky Founder, Answer HQ
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