I’d like to see questions my teammates asked Copilot that it wasn’t able to find answers for. Why is this not available in reporting? Visibility on unanswered questions seems like a simple way to identify gaps in our knowledge and content.
Answered
Copilot Reporting
Best answer by Nico Magbiray
I totally get the frustration. It feels like you’re flying blind when you can’t see exactly where your team is getting stuck. You’d think an "unanswered questions" list would be the first thing on the dashboard, but Intercom’s reporting for Copilot is currently built more around usage than gaps.
The short answer? There isn’t a dedicated "Failures" tab for Copilot yet, mostly because it's treated as a private assistant for agents rather than a public-facing bot like Fin.
Here is the straightforward way to find those gaps and fix them without wasting hours digging through logs.
1. Where to find the "Missing" info
Since there’s no specific button for this, you have to use the Drill-in feature:
Go to Reports > Copilot.
Click into the Copilot Questions chart.
Filter or scan the Copilot Answer column. This is where you’ll see the "I couldn't find an answer" responses.
Pro Tip: Look for teammates with high question counts but low "copy" rates. That’s your red flag that they aren't finding what they need.
2. The "Gap" Workflow (The Best Workaround)
Since the reporting is thin, the best teams use a Tagging System.
Tell your agents: "If Copilot lets you down, tag the conversation with #Copilot-Gap."
Every Friday, run a report on that tag. It’s the fastest way to build a to-do list for your Help Center.
3. Let Fin do the heavy lifting
While Copilot is a bit manual, Fin (the customer-facing side) is much smarter about this. Use the Optimize tab in the Fin dashboard. It automatically clusters unanswered questions and literally tells you: "You need an article about X because 20 people asked for it."
I hope that helped! :)
+4I totally get the frustration. It feels like you’re flying blind when you can’t see exactly where your team is getting stuck. You’d think an "unanswered questions" list would be the first thing on the dashboard, but Intercom’s reporting for Copilot is currently built more around usage than gaps.
The short answer? There isn’t a dedicated "Failures" tab for Copilot yet, mostly because it's treated as a private assistant for agents rather than a public-facing bot like Fin.
Here is the straightforward way to find those gaps and fix them without wasting hours digging through logs.
1. Where to find the "Missing" info
Since there’s no specific button for this, you have to use the Drill-in feature:
Go to Reports > Copilot.
Click into the Copilot Questions chart.
Filter or scan the Copilot Answer column. This is where you’ll see the "I couldn't find an answer" responses.
Pro Tip: Look for teammates with high question counts but low "copy" rates. That’s your red flag that they aren't finding what they need.
2. The "Gap" Workflow (The Best Workaround)
Since the reporting is thin, the best teams use a Tagging System.
Tell your agents: "If Copilot lets you down, tag the conversation with #Copilot-Gap."
Every Friday, run a report on that tag. It’s the fastest way to build a to-do list for your Help Center.
3. Let Fin do the heavy lifting
While Copilot is a bit manual, Fin (the customer-facing side) is much smarter about this. Use the Optimize tab in the Fin dashboard. It automatically clusters unanswered questions and literally tells you: "You need an article about X because 20 people asked for it."
I hope that helped! :)
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