🩹 Gaps
The Gaps tab is the to-do list for your knowledge: what members asked that your agents couldn't answer, items that look outdated or contradict each other, sources that stopped syncing, and the fixes drafted for them.
Nothing in Gaps reaches members until a person publishes it.
In the sidebar, select Knowledge Base, then the Gaps tab. The tab's count is the number of gaps to do.
The queue
The pills along the top switch what the list shows:
| Pill | What it shows |
|---|---|
| To do | Open gaps, including those with a drafted fix waiting for a decision. |
| Done | Gaps whose fix was published, with who published it ("Published by" a teammate, or "Published by upkeep") and the snapshot taken first. |
| Dismissed | Gaps someone dismissed. Open one and select Reopen to bring it back. |
| Proposals | Drafted changes that no gap owns: saved messages and questions found in your chats. See Proposals. |
All kinds and a pill for each kind in the queue narrow the list:
| Kind | What it means |
|---|---|
| Missing answer | Members asked something your knowledge doesn't answer well. |
| Outdated | An item looks out of date: its source changed, its review date passed, or something newer says otherwise. |
| Contradiction | Items say different things about the same fact. |
| Duplicate | Items cover the same thing. |
| Failed sync | A source stopped syncing. It can't be drafted: fix it in Sources, then sync it again. |
| Regression | Answers from an item got worse after its last change, judging by how members responded. |
Select a gap to open it beside the list. Its header says how much evidence there is, when it was first seen and which channels it came from; below that is the evidence itself: How members asked it, How your team answered, What changed.
Where the evidence comes from
A gap groups related signals. Each piece of evidence is labelled with what produced it:
| Signal | Comes from |
|---|---|
| Unanswered question | A member's question the agent couldn't answer confidently. |
| Rated unhelpful | Members responding badly to an answer. See Learn from member replies. |
| Resolved ticket | A ticket your team closed, read as a question and its answer. |
| Team conversation | Your admins answering in chat. |
| Source changed | A crawled or synced source changed. |
| Sync failed | A source that stopped syncing. |
| Version regression | A version of an item doing worse than the one before. |
| Review due | An item's review date passed. |
| Audit finding | A content audit flagging a contradiction or an outdated passage. |
What happens on its own
About once an hour, Fren One reads new evidence, groups it into gaps, and drafts a fix for the gaps with enough evidence behind them. Each background draft is logged as "Knowledge upkeep proposal drafted". The owners of the item a draft would change are notified: "Knowledge change ready for review".
Drafts only ever wait for a person. Whether they wait as a suggestion or as a change that needs approval depends on the source's update policy.
Working a gap
Knowledge managers (the Owner, Admins, and members with + Knowledge) act on gaps:
| Action | What it does |
|---|---|
| Draft an answer | Drafts a fix from the evidence. The draft says what it would do, such as "New Q&A", "Update to" an item, "Merge into" another, or "Retire" an item, and shows the change. |
| Publish answer | Publishes the drafted change. A snapshot is taken first, so it can be rolled back. |
| Send for review | Shown instead of Publish answer when the change lands in a collection that requires review. The reviewer's approval publishes it. |
| Edit first | Opens the draft in the full-page editor: "Publishing approves this drafted answer with your edits." While it waits on reviewers, this reads Open. |
| Assign reviewer | Asks a teammate to check the draft. They approve it or ask for changes; publishing stays with a knowledge manager. |
| Dismiss | Moves the gap to Dismissed. When a draft is waiting, this is Reject and dismiss. |
A new item drafted here starts Internal: it reaches your team's tools, not members, until someone changes its visibility.
A draft that touches pricing, security or legal terms is tagged Needs approval. Those changes always need a person's approval, whatever the source's update policy.
Everyone in the workspace can read the queue, the evidence, the drafts and the snapshots.
Backtests
Before you publish, a backtest shows whether the change makes answers better or worse. It "Replays up to 25 past questions and tickets before and after this change."
Select Run backtest on a drafted change. The result says how many questions and tickets were replayed, how many the agent now answers well against before, and any regressions. View replays lists each one with its verdict before and after (Correct, Partly right, Wrong or unanswered) and the outcome: Better, Worse, Still right or Still wrong.
A backtest runs once per drafted change.
Snapshots and rollback
Select Snapshots for "Restore points taken before every published change." Each one shows why it was taken (Before a published change, Taken by hand, Before a rollback, Baseline), who or what took it, and how many item changes it recorded.
Knowledge managers can Take a snapshot by hand, or Roll back to one. A preview first lists which items would change, come back or be removed. Rolling back returns every item to the version it had when the snapshot was taken; items added since then stay. A new snapshot is taken first, so a rollback can be undone too.
Proposals
The Proposals pill lists drafted changes that don't belong to a gap. Each is tagged with where it came from:
| Origin | What it is |
|---|---|
| Community questions | A Q&A drafted by Find questions from chats. |
| Saved message | A message an admin saved to knowledge from Telegram or Discord. See Save to knowledge. It shows the message it came from, who saved it and how. |
Open one to read it, edit it in the full-page editor, and Publish it or Send for review. Anything personal in a saved message, such as an email address or a phone number, is removed before it's stored, and the proposal says how many details were removed.
Find questions from chats
Find questions from chats, at the top of the Gaps tab, turns what members keep asking into Q&A drafts. A knowledge manager selects it, then Run now.
- Fren One reads the last 30 days of member messages in every Telegram group and Discord server in the workspace: "Finding questions in your chats. This can take a few minutes."
- It drafts a Q&A for each question members keep asking. Questions your Q&A or an open proposal already covers are skipped.
- The drafts appear under Proposals, tagged Community questions, with how many members asked and the messages they came from.
Nothing publishes on its own. "Publishing adds this as an External Q&A with Instant answer on." When nobody in the chats answered a question, the draft says so: write the answer before publishing.
The workspace needs at least one Telegram group or Discord server connected. Each completed run uses AI credits; see Credits & Limits.
Related
- Sources: update policies and failed syncs
- Reviews: reviewers and collections that require review
- Credits & Limits: what drafts, backtests and runs cost