---
title: "Unanswered"
description: "Every question your agents couldn't answer: open, dismissed and taught."
source: https://hiy.ai/docs/unanswered
---

# Unanswered

**Unanswered** lists the questions your agents couldn't answer, grouped into **issues**: similar wordings, across every agent you own, in one row. It's in the new app's sidebar, under **Work**, with the number still open beside it.

The list is in the column beside the page on a wide screen, and at the top of the page on a phone. Pick an issue and it opens beside the list, or in place of it on a phone.

Until the first question arrives, the page shows the first-day card instead: what your agent is still missing and the press that fixes it ([Before there is anything to show](/docs/overview#before-there-is-anything-to-show)). With nothing missing it offers **Test it**, which opens the agent's Test dock to ask it something yourself.

## How questions group

Questions group by how they are worded, in the database, and no AI is involved. "Can Fernwick sync with my accounting software?" and "Does Fernwick sync with accounting software like Xero?" become one issue; an unrelated question stays on its own. The most-asked wording leads the issue and names it, and an issue can hold wordings from several agents.

## The list

| Part | What it does |
| --- | --- |
| **Open**, **Dismissed**, **Resolved** | The three tabs, each with its number of issues. |
| **Sort** | **Most asked** (the default), **Newest**, **Oldest** or **Fewest**. |
| **Filter** | By **Agent**, **Channel** (**Website**, **Embed**, **Slack**, **API**) or **Reason**. A filter you set shows under the buttons with × to clear it. |
| A row | The question, how many times it was asked, a 14-day trend, the agents' tiles and a reason tag. |

The reason is **Not in knowledge** when your agent found nothing it could answer from, or **Asked for a person** when the visitor asked for one and the conversation was handed over.

↑ and ↓, or **j** and **k**, move through the list and open each issue. **Enter** moves to the answer box, and **Esc** comes back to the list. The address holds the tab, agent, issue, sort and filters, so a reload or a shared link opens the same place.

## This week

With nothing selected the page tells the week from counts alone: how many asks came in across how many issues, **Since last week** (new issues, and more or fewer asks), the **Top issues** by volume this week and the **Next fix**, which opens the top one. While there are fewer than 20 asks in the last 14 days, it shows **Collecting data** instead of a story.

Ask counts by week start on 10 Oct 2026. Before that, repeats were counted but not timed, so each earlier question counts as one ask on the day it was last asked.

## An open issue

| Part | What it says |
| --- | --- |
| Title and count | The question, **Asked 7 times · 4 this week** (or **Asked once**), and its trend. |
| **How visitors asked** | Every wording visitors used, how often, and **Replay** to watch the latest conversation that used it. |
| **Where** | The agents and channels it came from. |
| **Why** | The reason, with what it means under its **?**. |
| **Handed over** | Only when a conversation was handed over: each person, with **Open in Inbox**. |

The plate at the end is a **Question for you**: what the agent says now, struck through, then your answer.

| Action | What it does |
| --- | --- |
| **Teach it** | Saves your answer as a correction for every agent in the issue and moves every similar question to **Resolved**. The line says **Learned** and when your agents start using it. |
| **Try it** | Opens the agent's Test dock and asks it the question. |
| **Dismiss** | Closes every question in the issue without an answer and moves it to **Dismissed**. |
| **Fix with Coach** | Under the plate's more actions. Opens [Coach](/docs/coach) (a **Preview**) for that agent with the question attached; it shows the change it would make. |
| **Add a page** | Opens the agent's knowledge, to add the page the question was missing. |
| **Mark resolved** | For a question you fixed some other way. It moves to **Resolved** with no answer saved. |

After any of these the row folds into one line in the list with **Undo**, and the next issue opens with its answer box ready. **Undo** puts every question back in **Open**, and removes the answers a **Teach it** wrote. ⌘↵ saves an answer.

## Dismissed and Resolved

Each closed issue shows the same facts, then its questions with how and when each closed: **Dismissed**, **Taught** or **Resolved**.

| Action | What it does |
| --- | --- |
| **Reopen** | On a dismissed question: puts it back in **Open**, unless the same question has been asked again since and is already open; then it says so and changes nothing. |
| **Reopen all** | Puts every question in the issue back in **Open**. |
| **Your answer** | On a taught question: shows the words you taught (the first 1,000 characters of a long answer). |
| **Remove answer** | Asks first, then takes the answer out of what your agent knows. The question stays closed, marked **Answer removed**. |

Each closed tab lists the newest 200 questions.

## Handover rules

Under **This week** on the **Open** tab, each Support or Team agent's [handover settings](/docs/handover) appear as read-only **When → Then** rows: when it can't answer, when someone asks for a person, the [safety](/docs/handover#safety) cases and [team hours](/docs/handover#team-hours). Each row says **On**, **Off**, **Always** or **No timezone yet**. **Change** opens that agent's **Settings → Handover**. A personal twin doesn't hand over, so it has no rules here.

## Who sees it

The agents you own. Colleagues you've invited to read an agent's inbox don't see this page.