When Hello doesn't know an answer

Hello answers from your approved information. It doesn't guess prices, availability or promises. When it doesn't know, it takes the customer's details and passes them to you.

See what happened

1. Open Calls.
2. Open the conversation.
3. Read Summary and Needs a person.
4. Look for a Knowledge gap describing what was missing.
5. Check whether the customer needs a reply.

Not every unresolved call is a knowledge gap. It could be a dropped call, spam or silence. Read the summary first.

Fill the gap

1. Open Settings, then Knowledge.
2. Add or update the information.
3. Select Check and publish and finish any checks.
4. Test the same question again.

Be specific. Include limits and exceptions rather than a broad promise.

A short answer on your support page is separate from what Hello knows in conversations.

Repeated gaps

Your monthly review lists questions Hello couldn't answer and asks you for the facts. Answer them in Reviews or What we need from you.

If Hello keeps missing something you've added, email hello@leadica.io with the time of the call, the question and the right answer.