When Olvio's AI can't answer a shopper's question about a product because the information isn't available, Olvio usually lists the question on the Unanswered tab of the Conversations page. Use this list to see what's missing from your product information, add it, and clear the question.

The Unanswered tab is available on the Starter, Growth and Scale plans. Olvio doesn't record unanswered questions while your store has no plan.

Questions are recorded from the chat on your product pages. Olvio's AI flags its reply when it tells a shopper that a product detail isn't available (for example, that the product page doesn't say) or refers them to customer support for a product fact. Olvio then records the question. The AI decides when to flag a reply, so the list may not include every question it couldn't answer.

The AI saves a short description of the missing information, usually in the shopper's language. It normally describes the underlying question rather than the shopper's exact words, for example the board's exact length or available sizes. Email addresses, phone numbers, card numbers, some ID number formats and secret keys are masked before the question is saved. If the AI gives no description, Olvio saves the shopper's message instead, with the same details masked. Each question is linked to the conversation it came from.

Each question is listed under one product:

In the Olvio admin, open Conversations, then click the Unanswered tab at the top of the page. When your store has unanswered questions, the number next to the tab shows how many different questions there are across all your products.

Each product with unanswered questions has its own card. Cards are in alphabetical order, so a card stays in place while you clear its questions. Each card shows:

To find a product, type part of its title in the Search a product… field. If no card matches, you see No product matches your search.

The tab is built from your most recent unanswered questions. It shows up to 100 products (the ones whose questions were asked most often) and up to 30 questions per product. The number next to the Unanswered tab counts all your different questions, including any the list doesn't show, so it can be higher than the number of lines in the list.

When there are no unanswered questions, the tab shows No knowledge gaps yet.

Click the arrow at the start of a line, or the question itself, to see the dates the question was asked, most recent first. Up to the 20 most recent dates are shown. Next to each date:

The AI can describe the same missing information in slightly different words. Olvio groups similar questions about the same product into one line, and the line's number adds up the times each wording was asked. A line is named after the most-asked wording at the time its questions were grouped, so the name may not match the wording asked most often today. A similar question can also end up on a line of its own.

Olvio groups questions every night. To group new questions right away, click Reorganize at the top of the tab. The button shows a spinner while Olvio groups the questions, and the list updates when it's done. Next to the button, Updated tells you when questions were last grouped, for example Updated 3 h ago. Until the next grouping, a new question appears on its own line with its own wording. If it's worded exactly like a line already listed for that product, it's counted on that line instead.

If your storefront publishes more than one language, grouping also translates the questions into your store's default language, so the list reads in one language. Each grouping makes one request with your Anthropic API key for this. The nightly grouping, and this request, continue while your store has no plan, as long as unanswered questions remain. If your default language isn't English, French, German, Spanish, Italian or Portuguese, the questions are translated into English. If the translation fails, existing lines keep their current wording, and new lines keep the wording they were saved in, usually in the shopper's language, until a later grouping translates them.

For information that applies to many products, such as a size guide for a whole range or care instructions, add it in the Knowledge files or External web pages section of AI Setup instead. See Add knowledge files and web pages to Olvio's knowledge base.

Each line ends with two buttons: Mark as done (check mark) and Dismiss (cross). Hover over a button to see its name. Both remove the question from the list. Use Mark as done once you've added the information, and Dismiss for a question you don't plan to act on.

Removing a line deletes every record of that question for that product, with its dates and conversation links. The conversations themselves stay on the Conversations tab. There's no confirmation, and you can't undo it.

If a shopper asks the question again and the AI still can't answer, it comes back as a new line.

Unanswered questions are kept for the same period as your conversations, based on your current plan:

If you move to a plan with a shorter period, questions older than that period are deleted at the next nightly cleanup. If your store no longer has a plan, for example after your subscription ends, questions older than 30 days are deleted.

Olvio removes older questions automatically every night. During that nightly cleanup, Olvio also removes questions whose conversation no longer exists. About 48 hours after you uninstall Olvio, your unanswered questions are deleted with the rest of your store's data. See What happens to my data when I uninstall Olvio.