> ## Documentation Index > Fetch the complete documentation index at: https://docs.helpalive.com/llms.txt > Use this file to discover all available pages before exploring further. # Topics inbox: triage Agent coverage gaps > The Topics inbox is your queue of questions the Agent couldn't answer well — grouped, ranked, and ready to act on as actionable coverage gaps. The **Studio → Topics** inbox is one of the most useful surfaces in HelpAlive. Every question the Agent couldn't answer well is captured, grouped into topics, and ranked — so your team always knows what to fix next. ## How questions get flagged Whenever the Agent answers, HelpAlive watches for three signals: | Signal | Meaning | | -------------------- | ----------------------------------------------------------------------------------------------------------------- | | **Nothing matched** | We searched your knowledge base and didn't find anything relevant. Usually means your docs are missing something. | | **Weak match** | We found something, but it wasn't a strong fit for the question. | | **User thumbs-down** | The user rated the answer poorly, even when we were confident. | A question can carry more than one signal — for example, a thumbs-down on a weak match counts twice toward the topic's score. ## Topics, not individual questions Individual questions are noisy ("how do I cancel?", "stop my subscription", "delete account please"). HelpAlive groups similar questions together into **topics** so you see patterns instead of single questions: * **Cancellation flow** — 47 questions in the last 30 days * **Pricing for additional seats** — 22 questions * **How to invite a teammate** — 18 questions Topics stay stable as new questions come in — adding a few new ones doesn't reshuffle your inbox. ## Ranking Topics are ranked by **volume × gap score** — how often a topic comes up, weighted by how badly the Agent is failing on it. A topic asked 200 times with mostly confident answers ranks below a topic asked 50 times the Agent can't handle. ## Working the inbox Open **Studio → Topics** in your dashboard. Each topic shows: * **Question count** in the selected window. * **Severity** — `high`, `medium`, or `low`. * **Sample questions** from the cluster. * **Sample answers** the Agent gave (so you can spot weak ones). * **Status** — `identified`, `addressed`, or `ignored`. Click a topic to see all its questions, all its answers, and the rating distribution. ## Resolving a topic Three options: 1. **Add or update content** in **Agent → Train**. Re-index, then publish. 2. **Add a custom answer** for things that aren't doc-shaped — internal policies, plan-specific responses, time-sensitive notices. Configure in **Agent → Personalization**. 3. **Ignore it** for off-topic questions ("what's the weather?") or things genuinely out of scope. After publishing a fix, watch the next 24–48 hours of traffic. The topic's score should drop sharply if the new content is the right fit. If not, the topic stays at a lower rank. ## Filters | Filter | Use case | | --------------- | ------------------------------------------------------------------------------- | | **Time range** | Compare the last 7 days to the last 30 to see what's getting worse or better. | | **Page** | Narrow to questions from a specific page. | | **Signal** | Show only "nothing matched" (clear gaps) or only thumbs-downs (quality issues). | | **Status** | Show identified, addressed, or ignored topics. | | **Plan / role** | Find out if pro users hit different gaps than free users. | ## What it isn't * **Not a CSAT survey.** The thumbs-up / down feeds in but isn't the whole picture. * **Not Agent-tuning telemetry.** Quality issues surface here, but the goal is product action — write docs, fix flows — not LLM tuning. * **Not a feature-request log.** Some topics will be feature requests; treat those as input to product, not as docs work. ## Privacy The inbox shows **the actual text** of user questions because reading them is the whole point. To keep this safe: * Question text lives in a separate, secure store from your behavioral analytics. * Personal information (emails, phone numbers, IDs) is automatically redacted before storage. * You only see questions from your own users — never from other HelpAlive customers. If a user requests deletion, their question history is removed from the inbox. See [Data deletion](/privacy/dsar). ## Next steps Add or update content after resolving a topic. Stage and verify changes before they reach users.