When a customer asks something your approved content does not cover, the assistant hands the question to a person rather than guessing — and records it as a knowledge gap. The list is what customers came looking for and did not find, so you can write the page that answers it.
The list lives in your dashboard and fills by itself from the first conversation. The assistant answers only from content you approved, so when a customer asks something that content does not cover it hands the question to a person instead of inventing an answer. That refusal is what creates the record: the unanswered question is kept as a knowledge gap in your dashboard, so it survives the customer closing the chat and giving up.
Each gap shows what somebody actually typed, not a topic label written after the fact. When the same missing answer arrives in several different phrasings, that repetition is the signal you'll notice reading the list — the list keeps every asking, it doesn't tally them — it tells you what customers came looking for, in the language they used to look for it, rather than what you suspect they might want.
A gap names a question your website does not answer, which turns a vague worry into a shortlist. The work then happens in your own material — a new service page, a price added to an existing one, a policy uploaded as a document — and it is the same content every visitor reads, so the page earns its keep whether or not anyone opens the chat window.
Adoomi re-syncs on its daily and weekly cycles and again when a source changes, so a page published today reaches the assistant without anyone retraining it. The next customer asking gets an answer instead of a handover. Whether it really landed is something you confirm by reading the next conversation, not something the list decides for you.
Point Adoomi at your site so the assistant answers from your own pages, FAQs and approved content. That content is also the yardstick: a question is only a gap because nothing you approved covered it.
Before go-live you read what the assistant proposes to say and change anything you dislike. The same review is where you set the subjects it must always route to a person — anything sensitive, anything needing professional judgement — so when those questions turn up on the gap list later, you know they are the guardrail working rather than content you failed to write.
Email alerts can fire when the assistant meets a question your content could not answer. Point that alert at whoever owns the website content, so a gap reaches the person who can close it instead of waiting for someone to log in and look.
The chat window goes live and gaps start collecting from the first real conversation onwards. There is nothing to switch on for it and no sampling to set. Connecting the site, reviewing the answers and adding that line takes ~10 min in total.
Where the fix lands: publish the missing page or upload the missing document, and the assistant answers from it after the next sync — retraining runs on its daily and weekly cycles and again when a source changes. Limit: the crawl reads public pages only and uploaded files are static, so a fact behind a login, or a revised price list, has to be uploaded by hand.
Every gap has a conversation behind it, and review is where you read the whole exchange — what the customer asked before and after, and how the handover was handled. Limit: reading is manual; nothing scores your content, groups the gaps for you or decides which are worth your time.
An alert can fire when the assistant meets a question your content could not answer, carrying the question and the page context, so a gap reaches a person the same day. Limit: an alert is a notification, not a task queue — nothing assigns the fix, chases it, or tells you later whether the content was ever written.
Questions you deliberately route to a person — sensitive matters, anything needing professional judgement — hand over by design, and those handovers are meant to keep happening. Limit: the list records the question either way, so deciding which gaps to close and which to leave open is a judgement only you can make.
Your teamKnowledge gaps, Monday morning. The same missing answer from different visitors, in the words they used:
CustomerDo you do sports massage?
CustomerLooking for deep tissue work for a running injury — is that something you offer?
CustomerAny chance of a sports massage on a Saturday?
Your teamOpened the first one in review to see what the assistant actually said.
AdoomiSports massage isn't covered by anything we've published, so I won't guess at whether we offer it. I can take your name and number and have reception confirm — would that be useful?
Your teamWe have offered it since last summer; it never made it onto the site. Wrote the service page — what a session covers, who it suits, when appointments run — and the next sync picked it up.
CustomerDo you do sports massage?
AdoomiYes — sports massage is one of our treatments, and the service page covers what a session includes and when appointments are available. If it helps, I can pass your details to reception and they'll get you booked in.
Your teamSame list, different entry, left open: "can you tell me what's causing my knee pain?" Diagnosis is a question we told the assistant to hand to a physiotherapist. That gap stays.
The list did not write the service page. What it showed was that visitors were asking for something the site never mentioned, in the words they asked it in — a demand signal rather than a guess about what to publish. The knee question sits on the same list and stays open deliberately: closing it would mean letting the assistant do a physiotherapist's job. And nothing marked the first gap as fixed — that was confirmed by reading the next conversation.
Adoomi tells you which question went unanswered and in what words. Writing the answer — the wording, the price, the policy behind it — is yours, and so is publishing it. Nothing here drafts a page for you or edits a source on your behalf, and the assistant only gets better once your content does.
Every entry comes from somebody who actually asked, so a quiet site produces a short list and a busy one a long list. This is not keyword research and not SEO topic discovery: nothing forecasts questions you have not been asked yet, or reports what people are typing into a search engine.
Where you have decided a question belongs with a person — anything sensitive, anything needing professional judgement — the handover is the guardrail doing its job. Writing content to close that gap would hand the answer to the assistant, which is the thing you chose to avoid. Leaving it open is a valid outcome, not a chore you skipped.
There is no quality score on your content, no deflection rate and no chart of gaps closed over time. Nothing marks a gap as fixed on your behalf either: a question stops coming back only when the content genuinely answers it, and reading the next conversation in review is how you check that it does.
The questions collected here came from real customers, so they carry the same handling as the rest of your conversation data: EU-hosted, covered by GDPR export and deletion, and never written into logs. A right-to-be-forgotten request is honoured against that data, so the record of who asked can go. The content you published in response is yours and stays.
Knowledge gaps come from real conversations. When a customer asks something your approved content does not cover, the assistant hands over rather than guessing, and the question is recorded as a gap — in the customer's own words, so you can see what was actually wanted.
The fix is content: add or improve the page or document that should have answered the question. Adoomi re-syncs on its daily and weekly cycles and again when a source changes, so the next customer asking gets the answer. Nothing is retrained and nothing is reconfigured.
Writing the answer stays with you. Adoomi shows which question went unanswered and in what words; the wording, the price and the policy behind it are yours to publish. The assistant only improves once your content does.
Knowledge gaps are not keyword research. Every entry comes from a visitor who actually asked, so a quiet site produces few gaps and a busy one produces many. Nothing here forecasts demand you have not had yet or suggests topics to write for search engines.
Some gaps should stay open. Questions you deliberately route to a person — sensitive matters, anything needing professional judgement — are the guardrails working, not missing content. Closing one would mean letting the assistant answer something you decided it should not.
Reading the list costs nothing: one credit is one AI answer, so credits are spent when the assistant replies, never when you review. Plans are Free at £0 a month for 50 credits, Local £8 for 200, Growth £20 for 500 and Scale £75 for 4,000. Ratings on answered questions are the sibling signal — see helpfulness signals.
Adoomi starts with your public business knowledge and routes the moments that need a person to your team.