Close a Content Gap

🎯 Who this article is for: Content owners who have been assigned a content gap.

💼 Package requirements: Knowledge Engine add-on, available on Starter, Growth, and Enterprise packages.

🔒 Permissions: Admins and users who have been assigned gaps can close content gaps from the Gap Dashboard.

💻 Desktop only: The gap closure workflow is not available on mobile.

1. Overview

When a gap is assigned to you, it means you are the person best placed to resolve it. This article walks you through the gap closure workflow: 

1. Choosing how to close the gap.
2. Providing your source material.
3. Publishing an answer your colleagues can find.

🔎 New to the Gap Dashboard? See Navigate Your Gap Dashboard as a Content Owner to understand your assigned gaps and how to read the details panel before starting this workflow.

2. Before you begin

• You must be assigned a gap to close it. Only admins can assign gaps.
• You need a place to publish your answer. Depending on your chosen method, this means either editing rights to a relevant published page in Pages 2.0, or editing rights to a channel where the content logically belongs. Not sure whether a suitable page exists? Check with your admin, or browse your intranet's pages before starting.
• Currently, you cannot create a new page from within the workflow. If a gap requires a new page, create it in an existing page group first, then return here to close the gap.

✨ Coming soon: Two additional closure methods are in development: linking an existing page or document as a resolution, and writing a short inline answer. Both options are visible in the workflow but not yet selectable.

3. Close a gap

Step 1: Open the workflow and choose your method

Open your Gap Dashboard by selecting Knowledge Gaps from the avatar menu in the top-right corner. Select a gap from your list to open the details panel.

💡 Tip: Review the Signals field in the details panel of a gap before you start. These are the exact search queries your colleagues typed when they could not find information. Understanding what they were looking for helps you write a more targeted answer.

Click Start closing gap. If you have already begun working on this gap, the button shows Continue instead.

A four-tile picker appears. Select one of the two available methods to proceed:

• Update an existing page: Add the answer to a relevant page in Pages 2.0.
• Create a post: Publish the answer as a new post in a relevant channel.

Which method should I choose?

If you are not sure which path fits your gap, use this as a quick guide.

Update an existing page when:

• The information is reference material people will return to, such as a policy, process, or guide.
• The content benefits from structure, such as sections, headings, or specific widgets.
• It needs a fixed, consistent home in your intranet that grows and stays up to date over time.

Create a post in a channel when:

• The information is self-contained and tied to a moment, such as an update, announcement, or clarification.
• It does not need to be structured or maintained as a standing reference.
• A feed-based format fits the content better than a document would.

Step 2A: Update an existing page

The page-based path adds your answer directly to an existing page in Pages 2.0, putting it exactly where people already look for reference information. You can either let Knowledge AI generate a first draft from your source material (useful when you are drawing from multiple sources), or skip straight to the page editor and write the answer yourself. Either way, the Pages Agent places the content in the most relevant section, and you review and approve everything before anything is published.

🔎 For the full walkthrough, including how to select a page, add sources, work with the Pages Agent, and mark the gap as resolved at publish, see Close a Content Gap via a Page.

Step 2B: Create a post

The channel-based path publishes your answer as a post in a relevant channel. It is the right choice when the answer is self-contained and does not need the structure of a page. You can write the post directly or use Knowledge AI to draft from source material, then review and publish it to the channel where people would naturally look. 

🔎 For the full walkthrough, including how to find the right channel, write or generate your post, publish it, and mark the gap as closed, see Close a Content Gap via a Channel.

4. Manage gap status

You can update a gap's status at any time from the details panel without going through the closure workflow. This is useful if you have resolved the gap by editing a page outside Knowledge Engine, if a gap is no longer relevant, or if you want to communicate where things stand.

The available statuses are:

• Open: Waiting to be addressed.
• In progress: Actively being worked on.
• Resolved: Addressed and no longer active.
• Ignored: Reviewed and deprioritized. Ignored gaps are removed from your main list but remain visible when filtering by Ignored status. Admins can reassign or reopen them if needed.

⚠️ Important: Updating a page outside the Knowledge Engine workflow will not automatically close the associated gap. If you resolve a gap by editing a page directly in Pages, return to the gap in your dashboard and update the status to Resolved manually.

💡 Tip: Use In progress to signal that you are actively working on a gap, even before the content is ready to publish. This helps admins track progress without having to follow up.

🗒 Note: Gaps with an Ignored status cannot be closed. Change the status to Open or In progress first.

5. Frequently asked questions

Can I close a gap without using the suggested sources?

Yes. You can ignore the suggestions entirely and add your own sources from Google Drive, existing Happeo pages, or by pasting text directly. The system provides suggestions to save time, but you have full control over what you use.

What integrations are available when generating a draft?

The integrations available in the gap closure workflow are determined by what has been enabled for Search AI in Admin Settings. These may include Pages, Channels, People, Posts, Google Files, Microsoft Files, Confluence, and Slack. Knowledge AI searches automatically within active integrations. For integrations that are disabled, you can choose to enable them during the workflow by toggling them on. If an integration you need is missing, contact your Happeo admin. You will only see recommendations for content you already have access to.

🗒 Note: There is no separate OneDrive option. Microsoft files, including SharePoint content, are covered under the single Microsoft Files connector.

How does the gap coverage indicator work?

The indicator analyzes your selected sources against the search queries and behaviors that triggered the gap. It estimates how closely your sources address what people were searching for. A higher percentage means your sources are well aligned with the gap. You do not need to reach 100%.

Does adding a source change its permissions?

No. Adding a source to generate a draft does not affect who can access it. Knowledge AI uses it only to produce your draft, and its existing permissions stay in place.

Can I reassign a gap to someone else?

Yes. Anyone with access to the gap, including admins and the currently assigned person, can reassign it.

What happens if I delete the page I published the gap content to?

The gap stays marked as resolved in your dashboard. Deleting the page does not reopen the gap automatically. If colleagues continue searching for the same information and finding nothing, it will surface as a new gap.

6. Troubleshooting

The Pages Agent placed the content in a section that does not make sense.

You can reject the placement and ask the Pages Agent to try again, or move the content manually within the editor before publishing. The Agent makes its best guess based on page structure and the sources you provided. You have full editorial control before anything goes live.

I closed the gap at publish, but it still shows as open in my dashboard.

Try refreshing your Gap Dashboard. Status updates can take a moment to reflect. If the gap still shows as open after refreshing, open the details panel and update the status to Resolved manually.

Can I use sources that are not in Google Drive or Happeo?

Yes. In addition to Google Drive files and existing Happeo pages, you can paste text directly into the source field. This means you can use content from any source (a document shared by email, notes from a meeting, or internal guidance written elsewhere) without uploading it first.

What if I chose the wrong closure method?

Click the back arrow at the top-left of the gap closure window to return to the method picker and select a different option.