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AI agent for community managers

Unanswered Question Routing Agent

Make sure every member question gets a good answer

Customer serviceMarketing
See how it worksGet access
Unanswered Question Routing Agent: what goes in, what the agent does and what you get

What it does

Unanswered questions hurt member trust and make a community feel empty. Every four hours this agent finds questions that have had no reply after the set time. For each, it searches past threads and documentation for an answer and drafts a reply with links. If no answer exists, it finds members or staff who know the topic and asks them to help. Replies that state a company position, such as a roadmap or policy, need the community manager's approval before posting. The agent then checks whether the question was answered within 24 hours. If not, it escalates the question to the community manager with what it already tried. Edge case: a question that turns out to describe a product bug is routed to support with the thread link, instead of being answered in the community.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
ApprovedYes, continueNo 1 STARTS WHEN Four-hour check 2 USES A TOOL Find questions without replies 3 USES A TOOL Search past threads and docs 4 DOES Draft a reply or ask an expert 5 YOU APPROVE Community manager approves company-position replies 6 CHECKS THE RESULT Is the question answered within 24 hours? If not: escalate to staff. Back to step 3. 7 RESULT Question resolved
Read the steps as a list
  1. Four-hour check
  2. Find questions without replies
  3. Search past threads and docs
  4. Draft a reply or ask an expert
  5. Community manager approves company-position repliesThe agent waits here for your OK.
  6. Is the question answered within 24 hours?If not: escalate to staff. Back to step 3.
  7. Question resolved

How it decides

Questions without replies after 12 hours are handled. Bugs go to support.

  • Bugs routed to support
  • Expert asked when no answer is found
  • Escalate at 24 hours

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Wait time
  • Expert list
  • Escalation path

What keeps you in control

It always asks you first

  • Company-position replies

Hard limits

  • Never states company policy without approval
  • Never closes threads

It stops when

  • Done: answered
  • Stop: thread closed

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensAt 8 a.m. the agent finds 9 questions with no replies. For a question on export limits, it finds a past thread and drafts a reply. For a question on the product roadmap, it drafts a reply and asks the community manager to approve, since it states a company position. The 24-hour check fails for one question on billing. The agent tags a support expert, who answers within 2 hours.

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