> ## Documentation Index
> Fetch the complete documentation index at: https://fliqr.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Find and Fix Unanswered Contact Messages in Fliqr AI

> Review inbound messages that received no automated reply, identify coverage gaps in your flows, and build rules to handle them going forward.

An unanswered message is an inbound message that no automation rule matched and no live agent replied to. From the contact's perspective, they reached out and received silence. Reviewing unanswered messages regularly is one of the most direct ways to improve coverage — each one represents a question or keyword your flows don't yet handle.

## Overview

Fliqr AI logs every inbound message that falls through without a response. These messages accumulate in the **Unanswered Messages** panel under Analytics. The pattern across these messages tells you what your contacts care about most and what your current automation setup misses.

This is distinct from messages that triggered a flow but the flow didn't satisfy the contact. Those appear in flow funnel drop-off data. Unanswered messages are strictly the ones where nothing fired at all.

## Why They Matter

Each unanswered message is a missed engagement. For a customer asking about shipping, that silence may mean an abandoned purchase. For a lead asking about pricing, it may mean they went to a competitor. Treating unanswered messages as a feedback loop — rather than noise — turns coverage gaps into new automation rules.

## Reviewing Unanswered Messages

<Steps>
  <Step title="Navigate to the panel">
    From the left navigation, click **Analytics → Unanswered Messages**.
  </Step>

  <Step title="Review the list">
    The list shows each unanswered message with the message text, the contact name, the channel it came from, and the timestamp.

    \[SCREENSHOT: Unanswered messages list with message text, contact name, channel, and timestamp columns]
  </Step>

  <Step title="Open a message for context">
    Click any row to open the full conversation thread. Seeing the messages before and after the unanswered one gives you context — the contact may have asked a follow-up question after the initial unanswered message that clarifies what they needed.
  </Step>

  <Step title="Create a rule for the keyword">
    From within the message detail view, click **Create Rule for This**. Fliqr AI pre-fills an automation rule with the message text as the keyword trigger. Adjust the keyword matching mode (exact, contains, or regex) and connect the rule to an existing flow or create a new one.
  </Step>

  <Step title="Publish the rule">
    Save and activate the rule. Future messages matching that keyword will now trigger the automation you connected.
  </Step>
</Steps>

## Finding Patterns in Bulk

The most value from unanswered messages comes from looking at many of them together, not one at a time. A single unanswered message about "refunds" might be a one-off; twenty messages about "refunds" in a week means you need a dedicated refund flow.

<Tip>
  Export unanswered messages weekly using the **Export CSV** button. Group the rows by keyword or theme in a spreadsheet. If any term appears ten or more times, prioritize building an automation rule for it before the next export cycle.
</Tip>

<Note>
  Unanswered messages are stored for 90 days. After that, they are deleted from the panel. If you need to retain them longer for analysis, export them to a spreadsheet or data warehouse on a regular schedule.
</Note>

## What's Next

<CardGroup cols={2}>
  <Card title="Automation Rules" href="/docs/core-concepts/automation-rules">
    Learn how to create keyword-based rules that trigger flows when a contact's message matches.
  </Card>

  <Card title="Conversation Performance" href="/docs/analytics/conversation-performance">
    See completion rates and drop-off data for flows that are running.
  </Card>
</CardGroup>