Capture Questions AI Cannot Answer
Visitor Capture adds a short contact form to the Ask AI conversation at set moments, and Analytics lists questions that found no source. See how each works and which plan includes it.
Ask AI answers from the sources you approve, so some questions will fall outside them. Flidu gives those questions three ways to reach you: the Contact tab beside Ask AI when the widget also has Contact channels, Visitor Capture, which collects an email address together with the visitor’s last question, and the Unanswered Questions list in Analytics. This page explains when each one applies.
Two Moments That Look Alike
It helps to separate two situations, because capture treats them differently.
- Your sources do not cover the question. Ask AI still replies in its own words, and it is instructed to say when it does not have enough source context. The reply is written by the AI, so its wording varies, and it counts as one AI message.
- Ask AI cannot respond at all. This happens, for example, when the month’s AI messages are used up or the AI service has a problem. Visitors see only the fixed message “This feature is temporarily unavailable.”, with no mention of plans or limits.
The Three Visitor Capture Triggers
Visitor Capture shows a small form inside the Ask AI conversation. Each trigger is a separate switch.
| Trigger | When The Form Is Offered |
|---|---|
| Fallback Capture | Under the fixed unavailable message, when Ask AI cannot respond. |
| Conversation Capture | After a visitor has asked a few questions. |
| Contact Intent Capture | When a visitor’s message asks to talk to or hear from someone. |
Visitor Capture starts from AI Chatbot Starter. On AI Chatbot Free the switches are shown locked. See Pricing for the plans.
Turn On Visitor Capture
- Open AI Chatbots and select your assistant.
- Open the Settings tab and find the Visitor Capture section.
- Switch on the triggers you want.
- Under Capture notification email, choose Change, enter the address that should receive enquiries, then choose Done. If you leave it unset, enquiries go to your workspace notification recipients.
- Choose Save changes.
What The Visitor Sees
The form appears as a card in the conversation with the heading “Want the team to follow up? Leave your details.” It has a Your name (optional) field, a required Email address field and a Send button. After sending, the card reads “Thanks — the team will get back to you.”
When Fallback Capture is on and the same widget has Contact channels, a Contact the team button also appears under the unavailable message and opens the Contact tab. The form does not ask for a phone number, and nobody joins the conversation. Flidu does not offer live chat.
Where The Details Arrive
Each submission carries the visitor’s name if they gave one, their email address and their most recent question. It does not include the whole conversation.
- On AI Chatbot Starter and above, you receive an email with the subject “New enquiry from Ask AI”. It lists the name, email address and question, with your site, the assistant and the time it was received.
- From AI Chatbot Business, the details are also stored as records in AI Data Hub, where a record also shows its source page, and the assistant’s Analytics tab shows a Captured Visitor Records card. See Visitor Questions In Data Hub.
See The Questions Themselves
From AI Chatbot Starter, the assistant’s Analytics tab lists Top Questions and Unanswered Questions with a count for each. Unanswered Questions shows questions that found no relevant source. Each row has an Add correction link that opens the assistant’s Settings with the question filled in, so you can save a reviewed answer.
Use the list to decide what to add to your website or your sources. Content Gaps From Visitor Questions covers that in more detail.
If The Form Does Not Appear
- Check the plan. Visitor Capture is locked on AI Chatbot Free. There, a visitor who needs a person uses the Contact tab, if the same widget has Contact channels.
- Check that the switch is on and that you chose Save changes.
- Check which trigger you expect. Fallback Capture follows the unavailable message. After a reply the AI wrote, the form comes from Conversation Capture or Contact Intent Capture.
- Test on your live website. The assistant’s Preview tab does not offer the capture form.