Skip to main content
Knowledge Update Requests showing gap reports with pending and resolved requests

Knowledge Update Requests

Knowledge Update Requests track questions your agents could not answer. When a gap is detected, AGO creates a request with the user’s question, a summary of what is missing, and suggested edits to your knowledge base.

​
Enabling the Feature

Knowledge gap detection is off by default. To enable it, go to Settings and turn on Knowledge gap detection. Once enabled, two detection paths activate:
  • From user feedback — when a user marks an assistant reply as “information not found”, AGO reviews the conversation and creates a request shortly after.
  • Nightly review — every day at 3:00 AM, AGO scans the previous day’s conversations and files requests for gaps it finds. Conversations already covered by user feedback are skipped.
A third path runs from the Agent Lab, independently of the setting above: when you start a simulation run with Detect knowledge gaps checked, failed answer tests are analyzed and filed as requests with the source “Simulation lab”. See Simulation Testing.

​
Viewing Requests

Navigate to Knowledge → Knowledge Gap Reports. The list shows each request with its date, status, origin (user feedback, nightly review, or simulation lab), the agent that handled the conversation, and a summary of the gap. Use the filter bar to narrow by:
  • Status — pending, in progress, resolved, rejected
  • Date range
  • Origin — where the gap came from: user feedback, nightly review, or simulation lab
  • Knowledge source — the source a page belongs to (for example Notion or Confluence). Lists only sources with at least one request, each with its count.
  • Document — a specific knowledge base page. A request matches a page when it is linked to that page or when its suggested edits target it, so you can pull up every request about one page and handle them in a single pass instead of one by one. Lists only pages with at least one request, each with its count.
  • Agent — see which agent produces the most gaps
Click a row to open the full report.

​
The Report Page

The report page shows two panels side by side:
  • Left: Conversation — the full conversation thread with markdown rendering, so you can read exactly what the user asked and how the agent responded.
  • Right: Recommended edits — AGO’s suggested changes to your knowledge base. Each suggestion includes a type (modify an existing document, create a new one, or add a cross-reference), a rationale, and the proposed content with a Copy button.
Above both panels, an info bar shows the date, source, agent name, related document (if any), gap summary, status dropdown, and a notes field. The header has two action buttons:
  • Mark resolved — one click to close the request
  • Save — saves the current status and notes
If suggestions haven’t been generated yet, click Generate suggestions in the right panel.

​
Request Statuses

​
Best Practices

Review requests regularly with this priority:
  1. High volume topics — multiple requests about the same subject point to a real gap
  2. Recent requests — fix gaps before more users hit them
  3. Agent-specific gaps — filter by agent to find which agent needs better documentation
When reviewing a request, read the conversation on the left to understand what the user actually needed. Then check the suggested edits on the right — you can copy the proposed content directly into your knowledge base editor.