> For the complete documentation index, see [llms.txt](https://learn.doubletick.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/unresolved-intents-how-to-find-and-fix-gaps-in-your-agents-knowledge.md). # Unresolved Intents — How to Find and Fix Gaps in Your Agent's Knowledge **What are Unresolved Intents?** Every time a customer asks a **question that your AI Agent cannot answer with confidence, it gets logged as an unresolved intent**. These are the gaps in your agent's knowledge — questions that fell through because the answer was not available in your FAQs, websites, or instructions. Think of this tab as your agent's feedback report. It tells you exactly what your customers are asking that your agent cannot handle yet. *** #### **How to Read the Unresolved Intents Table**

Column	What It Means
Query	The customer's original question shown in bold, with the agent's interpretation of the intent shown below in grey
Occurrences	How many times customers have asked this same question — higher number = more customers hitting this gap
Date Created	When this unresolved intent was first recorded
Actions	A Resolved button (green text) to mark the intent as handled

*** #### **How to Evaluate an Unresolved Intent** Before taking action, ask yourself one question: is this query relevant to my business? Not every unresolved question needs an answer. Customers sometimes send random messages, spam, or questions completely unrelated to your business. These should be ignored. Questions that are relevant — things your customers genuinely need help with — should either become an FAQ or an intent. *** #### **The Three Actions You Can Take**

When you click the green Resolve button on any unresolved intent, you get three options:

Option	When to Use
Ignore	The question is irrelevant, spam, or not related to your business
Create FAQ	The question is relevant and can be answered with a fixed, static answer
Create Intent Filter	The question is relevant but needs a structured interaction — like collecting data or triggering a journey

*** #### **Option 1: How to Ignore an Irrelevant Question**

Use this when the question has nothing to do with your business or is spam. 1. Click the green **Resolve** button on the intent row. 2. Click **Ignore**. 3. The question is dismissed and **removed from the list**. #### **Option 2: How to Create a FAQ from an Unresolved Intent**

Use this when the question is relevant and can be answered with a simple, direct answer that will be the same every time. 1. Click the green Resolve button on the intent row. 2. Click Create FAQ. 3. The Question field is automatically filled with the customer's original question. 4. Type the answer in the Answer field. 5. Click Create FAQ. 6. The FAQ is added to your agent's knowledge base immediately. The next time a customer asks the same question, the agent will answer it automatically using the FAQ you just created. Examples of questions to turn into FAQs: "What are your working hours?", "Do you offer free delivery?", "How do I reset my password?", "What is your return policy?" #### **Option 3: How to Create an Intent from an Unresolved Intent**

Use this when the question is relevant but cannot be answered with a simple static reply. Instead, **it requires a structured interaction — like collecting information from the customer, looking up data, or triggering a journey.** For example, if customers frequently ask "I want to book a site visit", a static FAQ answer is not enough. You need the agent to collect the property name, preferred date, and time, and then assign the conversation to a team member. This is where creating an intent makes sense. 1. Click the green **Resolve** button on the intent row. 2. Click **Create Intent Filter**. 3. Fill in the following fields: * **Intent Name** — give it a clear name, for example: Book Site Visit. * **Description** — describe when this intent should trigger and what it does. * **Parameters** (optional) — add any information the agent needs to collect from the customer before triggering the journey. 4. Click **Create Intent.** Once created, the intent is converted into a tool and moves to the Tools tab. From there, you can build a journey for it in Bot Studio — just like you would for any Bot Tool (covered in Article 2.3.1). **What Happens After Creating an Intent** 1. The intent appears as a **new tool** in the Tools tab. 2. Click the **Journey** button on that tool's row to open Bot Studio. 3. Build the journey — add action blocks like Send Message, Assign Agent, Google Sheets, Call API, etc. 4. **Save & Enable** the journey. From this point on, whenever a customer sends a similar message, the AI Agent will recognise the intent, collect the required parameters, and trigger the journey automatically. *** #### **When to Create a FAQ vs When to Create an Intent**

Create a FAQ When...	Create an Intent When...
The answer is the same every time	The response depends on information the customer provides
No data needs to be collected	The agent needs to collect details like name, date, phone number, etc.
It is a simple question with a direct answer	The interaction requires multiple steps — like assigning an agent, saving data, or calling an API
Examples: pricing, policies, working hours, contact details	Examples: booking appointments, registering leads, requesting callbacks, placing orders

If you are unsure, start with a FAQ. You can always convert it to an intent later if you realise a structured interaction is needed. *** #### **How Often Should You Check This Tab?** At least once a week. In the first few weeks after going live, you may see many unresolved intents — this is normal. As you keep resolving them by adding FAQs and intents, the number will drop over time. #### **Why This Tab Matters** Your customers are telling you exactly what they need help with. Every unresolved intent is a real question from a real customer. By resolving them — either as FAQs or intents — you ensure the next customer who asks the same thing gets an instant, accurate response without waiting for a human agent. This is the single most effective way to improve your agent's accuracy over time. *** #### **Summary** In this article, you learned what unresolved intents are, how to evaluate whether a question is relevant or irrelevant, and the three actions you can take: ignoring irrelevant questions, creating FAQs for simple answers, and creating intents for structured interactions that require data collection and automated journeys. Make it a habit to check this tab weekly — it is your most valuable tool for continuous improvement. In the next article, we will cover the Settings tab — how to configure your agent's model, reasoning, fallback behaviour, and voice settings. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://learn.doubletick.io/ai-agent/how-to-create-a-new-ai-agent/unresolved-intents-how-to-find-and-fix-gaps-in-your-agents-knowledge.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.