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Managing Information Requests

When users can't find an answer through the AI assistant, they can submit an information request. These requests surface knowledge gaps and give your team a direct channel to improve the knowledge base.

What are requests​

An information request is created when a user clicks the "Request Knowledge" or similar action in the assistant. Each request captures:

  • The user's question
  • The page URL and domain where they were
  • The page context (form fields, page structure) at the time
  • A timestamp and the user's identity

Requests act as a feedback loop — they tell you exactly where users need help and what content is missing.

Stats dashboard​

At the top of the Requests page, four stat cards summarize the current state:

StatDescription
TotalAll requests ever submitted
PendingRequests that haven't been reviewed yet
In ProgressRequests currently being worked on
ResolvedRequests that have been answered or addressed
nota

A high Pending count signals that your team should prioritize request triage. Aim to acknowledge new requests within 24-48 hours.

Filtering​

By domain​

Select a domain to see requests only from that application. Useful when different team members own different domains.

By URL​

Search for requests from a specific page or URL pattern to find clusters of related questions.

By status​

Toggle between Pending, In Progress, and Resolved to focus your workflow.

Request detail view​

Click on any request to open the detail view. You'll see:

  • User details — Who submitted the request
  • Question — The exact question asked
  • Page context — The URL, domain, and captured page structure
  • Status — Current status with history of changes
  • Notes — Internal notes added by your team
  • AI Suggestion — An AI-generated draft response (if available)

AI Suggestion feature​

For each request, Appilot can generate an AI Suggestion — a draft answer based on existing knowledge base content and the page context. This helps you:

  • Quickly assess whether existing content partially answers the question
  • Use the suggestion as a starting point for a new knowledge article
  • Identify whether the gap is a missing article or an article that needs updating
tip

The AI Suggestion is a draft — always review and edit it before publishing as official knowledge content.

Workflow​

Changing status​

Update a request's status as you work through it:

  1. Pending → In Progress: When you start reviewing the request
  2. In Progress → Resolved: When the question has been answered (either by creating content or determining no action is needed)

Creating content from requests​

The most valuable action is turning requests into knowledge:

  1. Review the request and AI Suggestion
  2. Click Create Knowledge (if available) to open the knowledge editor pre-filled with context
  3. Write or refine the knowledge article
  4. Publish the article
  5. Mark the request as Resolved

This completes the knowledge loop — the next user with the same question will get an answer directly from the assistant.

Next steps​