Close a Content Gap via a Page

🎯 Who this article is for: Content owners who have been assigned a gap and want to resolve it by updating an existing page.

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

🔒 Permissions: Users who have been assigned a gap and have edit access to at least one published page in Pages 2.0.

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

🔎 Part of a series: This article covers the page-based path through the gap closure workflow. For an overview of the full workflow, see Close a Content Gap.

1. Overview

Closing a gap through a page puts the answer exactly where people already look for information. It is the fastest way to turn something missing into something findable, and it takes less effort than you might expect.

The page-based closure path gives you two ways to proceed. 

1. You can use Knowledge AI to draft content from your source material, then review and accept the suggested placement before publishing.
2. Or you can skip the drafting step and go straight to the page editor, where the gap context is visible so you can write your answer directly. 

Either way, nothing is published until you are ready, and the answer lands exactly where colleagues will look for it.

2. Should I resolve a gap in a page or channel?

Use this as a quick guide if you are deciding between the two paths.

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.

🔎 For the channel-based path, see Close a Content Gap via a Channel.

3. Use cases

• Fill a gap that belongs in your intranet's structure: When colleagues search for something and come up empty, it often means the answer belongs on a page that already exists but is missing a section. Closing the gap through a page puts the content in the right place immediately, so anyone searching for it finds it in the right context.
• Keep pages complete as your organization evolves: Processes change, policies get updated, and new questions emerge. When a gap appears because something is out of date or missing entirely, the page-based path lets you add or update content quickly without making it a project, keeping your intranet accurate without a full review cycle.
• Give new people a complete picture from day one: When someone joins and searches for information they need to get started, gaps in your pages slow them down. Closing those gaps means the next person who searches finds a complete, trustworthy answer, without interrupting anyone to ask.

4. Before you begin

• You must have a gap assigned to you to use this workflow. Only admins can assign gaps.
• You need edit access to at least one published page in Pages 2.0 that is relevant to the gap. You cannot create a new page from within the workflow.
• You cannot create a new page from within the gap closure workflow. If no relevant page exists yet, create one in the appropriate page group first, then return to close the gap.
• If a relevant page exists but you do not have edit access, contact your Happeo admin or the page owner before starting.

5. Close a gap via a page

This section covers the page path of the gap closure workflow. If you have not yet accessed your gap and chosen your closure method, start with Close a Content Gap.

Select a page

The system recommends relevant pages. You can also browse the full list of pages or use the search bar to find the right one. This list only shows pages you already have edit access to or are an owner of, so anything you can select is ready to use.

1. Hover over the page you want.
2. Select Edit page.

🗒 Note: Some recommended pages may not be available for you to edit, indicated by a padlock icon. If you cannot select a recommended page, you do not have edit access. Contact your intranet admin or the page owner to request access.

Choose how to add your content

Once you have selected the page, decide how to proceed. The steps from here depend on the method you chose when you opened the workflow.

Option 1: Save as draft first

Choose this option when you are drawing from multiple sources or want Knowledge AI to generate a first draft before anything is published.

Click Help me write. The system will suggest relevant sources based on the search integrations active in your organization. You can also add your own sources in three ways:

• Attach a file (from Google Drive, SharePoint, OneDrive, or similar).
• Add an existing page from your intranet.
• Paste in text manually.

🗒 Note: Adding a source does not change its permissions. Knowledge AI uses it only to generate your draft. Whether a source is private to you or accessible to others, its existing permissions remain the same.

💡 Tip: A focused, targeted source tends to produce a better draft than a broad reference document. Knowledge AI is answering a specific question, not summarizing a topic.

Once you have selected all the sources you want to include, click Next, then click Regenerate at the bottom. The draft is based solely on the sources you provided. Review and edit it before proceeding. Nothing is published automatically.

As you work, the gap coverage indicator shows the percentage of related search queries your content would resolve. See How does the gap coverage indicator work? in the FAQ of this article for more detail.

💡 Tip: Click Save & exit at any point to save your progress and return later. All your work is preserved.

When you are satisfied with the draft, click Add to page. You will be taken to the page editor to review and accept the content suggested by the Pages Agent in context.

1. Review the highlighted changes to see exactly what has been added or modified.
2. Choose one of the following:
   • Select Accept to keep the placement as suggested.
   • Select Reject to decline the placement. The page remains unchanged, and you can prompt the Pages Agent to suggest a different section or placement.
3. Once you accept the changes, close the Pages Agent by clicking the X at the top.
4. Review the page and make any additional edits before publishing.

💡 Tip: You can move or rewrite the content manually after the Pages Agent places it. You approve every word before anything goes live.

Option 2: Publish straight to the page

Choose this option to skip the drafting step and edit the page directly. The page editor opens with the gap context visible, including the gap topic and the related search queries that triggered it, so you can write your answer in context. No AI draft is generated.

Add your content. When you are satisfied with what you have written, proceed to publish.

Publish and close the gap

1. When the page is ready, click Publish.
2. A prompt will appear asking whether you want to mark the associated gap as closed.
3. Select this option to move the gap to the resolved column in your Gap Dashboard.

🗒 Note: Marking a gap as closed at publish time is optional. If you skip it, the page publishes normally but the gap stays open in your dashboard. You can return to the gap at any time and update its status to Resolved manually.

⚠️ Important: If you edit a page directly from the page editor (outside the Knowledge Engine workflow), the associated gap will not close automatically. Return to your Gap Dashboard and update the status to Resolved manually.

6. Best practices

• Pick the page where people would look first, not just the most obvious fit: Think about where a new colleague would navigate if they were searching for this information independently. If the right page is not immediately clear, that may be a sign that the page's structure or title needs attention too.
• Use the Pages Agent as a starting point, not the final word: The suggested placement is a starting point, not a final decision. You know your content best. Accept, reject, or adjust freely before publishing.
• Publish and close the gap in one step: The easiest moment to mark a gap as resolved is right at publish, using the prompt that appears. It takes one click and keeps your Gap Dashboard accurate without extra follow-up.

7. Frequently asked questions

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%.

What happens if the Pages Agent places the content in the wrong section?

Reject the placement and prompt the Pages Agent to try again, or move the content manually in the page editor. The page stays unchanged until you accept and publish.

Can I close the same gap through a page and a channel?

Yes. Once a gap is closed, the published content remains in place. If you want to share the same information in a different location, such as a channel post in addition to a page, you can create that post directly in your intranet outside the gap closure workflow. The gap stays closed and the original published content is unaffected.

What if I realize the page I published to was the wrong one?

Move the content to the right page and publish it there. Colleagues searching for that information need to find a reliable answer, and the correct page is where they are most likely to look. If the content is removed and no answer exists elsewhere, colleagues searching for it may still come up empty, which can trigger a new gap through automatic detection or manual flagging.