Unanswered questions

Whenever Lira cannot answer from your Knowledge Base, it records the question — verbatim, as the customer typed it. This tab is that list.

It is the shortest path to knowing what content to write next, because it is not a guess: it is what your customers actually asked and did not get an answer to.

Path: Sidebar → Grow → Knowledge Base → Unanswered

Nothing to switch on. Lira has been recording these since your workspace was created, so the list may already have content in it the first time you open it.

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What each row tells you

Column	Meaning
Asked	How many people asked this. The list is ranked by it — that is your writing order.
Question	The customer's wording, not a paraphrase. Useful in itself: it is how real people describe the problem.
Why Lira missed it	The agent's own note, e.g. "no pricing content in the knowledge base".
Lira guessed	What the agent thought the answer might be. Sometimes right, and a useful starting draft — always check it.
Last asked	When it last came up.

Questions are grouped, so twenty people asking the same thing is one row with a count of 20, not twenty rows. Wording and punctuation differences are collapsed: "What are your fees?" and "what are your fees" are the same question.

Closing one off

Once you have written the content, click I've covered this. That closes the whole question, not one occurrence, and takes it off the list.

The list only ever grows if nothing is ever closed, and a list nobody trusts stops being read — so close them as you write.

Sandbox and production are separate

Questions from a sandbox integration stay out of the production list and vice versa. Your team's own testing never pollutes the record of what real customers asked.

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From the terminal

lira docs gaps                                # ranked, most-asked first
lira docs gaps --status=all                   # include ones already handled
lira docs gaps resolve --question="fees"      # close it once written

Handy as a standing check — a weekly run tells you what your knowledge base is missing without anyone opening the dashboard.

Over the API

GET   /orgs/{orgId}/kb/gaps        support:read     ?status=open|all&mode=test|live
PATCH /orgs/{orgId}/kb/gaps        support:write    { gap_ids: [...], status: "resolved" }

curl "https://api.creovine.com/lira/v1/orgs/org_xxx/kb/gaps?status=open" \
  -H "Authorization: Bearer $LIRA_API_KEY"

{
  "gaps": [
    {
      "question": "How long does an international transfer take?",
      "count": 7,
      "first_asked": "2026-07-28T09:12:04.031Z",
      "last_asked": "2026-08-06T16:44:51.882Z",
      "why_missing": "no transfer timing content in the knowledge base",
      "suggested_answer": "Typically 1–3 business days",
      "gap_ids": ["gap-…", "gap-…"],
      "conv_ids": ["conv-…"],
      "status": "open"
    }
  ],
  "count": 1
}

Pass every gap_id from a group to the PATCH to close that question.

Pair it with docs ask

Write the content, then check it landed the way a customer would experience it:

lira docs add --text="International transfers take 1–3 business days." --title="Transfer times"
lira docs ask "How long does an international transfer take?"

If you segment your knowledge base, add --segments= to ask as one product's customer — see Documents.