Knowledge gaps, checked against your help center before you see them

Every week Aide lists the questions your customers ask that your team answers but your knowledge doesn't: what's missing, what an article says that your team no longer does, and what is written in a draft nobody published. Each gap is checked against your whole knowledge base before it is proposed, and comes with the text to paste and the article to put it in, instead of a list of "low confidence" conversations for someone to read through.

How it behaves

Built from what your team actually sent: when Aide couldn't answer, it notes what it was missing. Aide groups those notes across conversations and reads the reply a teammate sent next, so a proposed article says what your team says.
Checked before it's proposed: each gap is read against your articles in full, drafts included. If an article already answers it, Aide doesn't propose anything: the fix is on Aide's side, not yours.
Three kinds of fix: a new article (with the article it belongs next to, when there is one); a replacement for a sentence an article gets wrong, quoted exactly as it is today; or "publish this draft" when the answer is written but not live.
Ordered by how often it comes up: each gap counts the distinct conversations behind it, and the count grows as later weeks see the same question.
It closes itself: once you fix the article, the next weekly check finds it and the gap leaves the list. You can also mark a gap done or dismiss it; a dismissed gap isn't proposed again for 90 days.
When your team disagrees: if teammates answer the same question differently, Aide asks you which answer is right instead of drafting an article.
Where you find them: Knowledge > Gaps lists the open gaps, the most-asked first, grouped by what customers were asking about. Each one says how many conversations it came up in and why Aide suggests it, then what to do: a new article's title and text with a copy button, the sentence to replace and its replacement (also with a copy button), or the draft to publish. The article each gap is about opens in Knowledge with one click.
Mark done or dismiss: "Mark done" says you made the change in your help center yourself. "Dismiss" asks why (we already have this, the suggestion is wrong, our policy is different, not useful, not now, or something else) and takes an optional note. Either way the gap leaves the list straight away.
Policy questions: below the gaps, the page lists the questions your team answers differently, with each answer and how many conversations it was given in. Answering them from the page comes later; for now they are there to read.
Nothing to fix yet: when there are no open gaps the page says so, and explains that gaps appear weekly once Aide has checked them against your help center.

For developers

GET /v1/proposals lists suggestions (kind, status filters; status defaults to open), most conversations first. A knowledge gap is knowledge_create or knowledge_edit, with article (the article to edit, publish or add next to) and change (create with title and body, replace with currentText and text, publish, or instructions with text).
POST /v1/proposals/:id/accept marks one done at source; POST /v1/proposals/:id/dismiss takes an optional reason and note. Deciding one that is no longer open answers 409 proposal_decided.
GET /v1/policy-questions lists the questions teammates answer differently, with each answer's summary and conversation count.
These routes are for signed-in teammates; an API key answers 403 api_key_not_allowed.

All changes