What a knowledge gap is
When you ask the chat something and your base has no clear answer, kb2b doesn’t make one up — it flags a knowledge gap. Instead of an “I don’t know” that disappears, the gap is recorded so someone can close it. This only happens when coverage is genuinely missing. If your base already answers the question (even with medium confidence), no gap is created.What you see in chat
When a gap is recorded, a short notice appears under the answer:I couldn’t find a clear answer in your knowledge base. I logged it as a gap to get the answer.It includes a link to the gaps queue. Nothing else for you to do — it’s already noted.
How it gets resolved
There are two paths, depending on the question:- An expert answers it (internal). For questions whose answer lives in someone’s head, the gap is routed to an expert. That person writes the answer directly, and it’s recorded as verified knowledge (expert-backed). The gap is marked resolved right away and the asker is notified.
- The web answers it. For questions that internet can answer (not in anyone’s head), kb2b resolves them from the web. See Web research.
The gaps queue
Under Knowledge → Gaps you’ll see every open gap in your workspace:- State (open, assigned, resolved).
- Who it’s assigned to (or “Web research · pending Scout” for web-type gaps).
- How long it’s been open.