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What Are Open Questions?

Open Questions are created when a customer asks Cosmo something it doesn’t know yet. Instead of leaving the customer hanging, Cosmo notifies your team, gets the answer from you, and delivers it to the customer—all while automatically adding it to your knowledge base for future use.
Every question you answer makes Cosmo smarter. The same question asked in the future will be answered automatically without needing your input.

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When Open Questions Are Created

Open questions are triggered when:

Knowledge Gap

Customer asks about something not in your AI Knowledge base

Specific Details

Customer needs information you haven’t documented (hours, policies, product details)

New Products

Questions about recently added products before documentation is complete

Complex Inquiries

Multi-part questions that require human expertise

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How It Works

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For Your Customers

1

Customer Asks Question

Your customer asks Cosmo a question in WhatsApp or Instagram.Example: “Do you offer gift wrapping?”
2

Cosmo Searches Knowledge

Cosmo searches your AI Knowledge base and product information for the answer.
3

Question Escalated

If Cosmo can’t find a confident answer, it creates an Open Question and tells the customer:“Great question! Let me check with the team and get back to you shortly.”
4

Answer Delivered

Once you provide the answer, the customer receives it in their language within the same conversation.

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For Your Team

1

Receive Notification

You get a message from Cosmo on WhatsApp with the customer’s question and their phone number.
2

Provide Answer

Simply reply to Cosmo in the same thread. No need to switch apps or dashboards.
3

Automatic Processing

Cosmo:
  • Translates your answer to the customer’s language
  • Delivers it professionally from your business number
  • Saves it to your knowledge base
4

Knowledge Updated

The Q&A is now part of Cosmo’s knowledge—next time someone asks, Cosmo answers automatically!

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Notification Format

When you receive an open question, you’ll get a message from the Cosmo Notification Number: 
*Customer Query*
A customer has reached out with a question.

Merchant: Your Store Name (ID: 123)
Phone Number: +1234567890
Question: Do you offer international shipping?

Please review and respond promptly.

[Respond Button]
Followed by instructions from Cosmo: 
[Notification for Merchant: Your Store Name]
You just received a notification that requires your input.

Summary:
question: Do you offer international shipping?

Notification ID: NOTIF_456
Merchant: Your Store Name (ID: 123)

If you want to respond to this notification, let me know what you'd like to say and I'll confirm before sending.

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Responding to Questions

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Simple Response

Just reply to Cosmo in the notification thread. Your Response: 
"Tell them yes, we ship worldwide! Standard is 7-10 days."
What Cosmo Does:
  1. Confirms the answer with you
  2. Translates it to the customer’s language (if needed)
  3. Sends it professionally formatted from your business number
  4. Saves it to your AI Knowledge base

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Response Timing

Within 24 Hours of Customer’s Question:
  • Answer delivered as a natural, flowing conversation
  • Cosmo weaves your answer into contextual dialogue
  • Example: “Great question! Yes, we ship worldwide! Standard shipping takes 7-10 business days…”
After 24 Hours:
  • Answer delivered as a notification message (WhatsApp requirement)
  • Still professional and translated, just in template format
  • Example: “Thank you for waiting while I looked into your question. The team says: ‘Yes, we ship worldwide…’”
Respond within 24 hours when possible for the most natural customer experience.

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Knowledge Base Integration

Every question you answer automatically becomes part of your AI Knowledge:

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Before You Answer

Customer: "What's your return policy for opened items?"
Cosmo: "Great question! Let me check with the team."
→ You get notified

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After You Answer

You: "Opened items can be returned within 14 days if unused and in original packaging."

→ Saved to AI Knowledge as:
   Question: "What's your return policy for opened items?"
   Answer: "Opened items can be returned within 14 days if unused and in original packaging."

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Next Time

Different Customer: "Can I return an opened product?"
Cosmo: "Yes! Opened items can be returned within 14 days if unused and in original packaging."
→ No notification needed, Cosmo handles it!

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Example Scenarios

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Scenario 1: Business Hours Question

Customer (in French):
“À quelle heure fermez-vous aujourd’hui?”
Notification You Receive from Cosmo:
Question: “At what time do you close today?”
You Respond to Cosmo:
“8pm”
Cosmo Confirms & Sends:
“Merci d’avoir attendu pendant que je vérifiais. L’équipe dit que nous fermons à 20h ce soir. Y a-t-il autre chose que je puisse vous aider?”

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Scenario 2: Product Customization

Customer (in English):
“Can I get my company logo printed on the water bottles?”
Notification You Receive from Cosmo:
Question: “Can I get my company logo printed on the water bottles?”
You Respond to Cosmo:
“Yes, for orders of 50+. Email [email protected].”
Cosmo Confirms & Sends (professionally formatted):
“Thank you for your patience! Yes, we offer custom logo printing for bulk orders of 50 or more bottles. Just email us at [email protected] with your logo file and we’ll send you a quote within 24 hours. Is there anything else I can help you with?”
Added to Knowledge:
  • Next customer who asks about custom printing gets this answer instantly!

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Best Practices

Include all relevant details in your answer. The more complete your response, the better Cosmo can answer similar questions in the future.
Write naturally—Cosmo will handle the formatting and translation. No need to write in template format or worry about translation.
Consider variations of the question when answering. A thorough answer helps Cosmo handle related questions too.
Review open questions weekly to spot gaps in your AI Knowledge. Add FAQs before customers ask!

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Reducing Open Questions

The goal is to answer questions once and never again:

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Quick Wins

  1. Add FAQs Proactively
    • Upload common questions to AI Knowledge before customers ask
    • Review competitor FAQs for ideas
  2. Complete Product Information
    • Ensure all products have full descriptions
    • Include sizing charts, materials, care instructions
    • Add usage tips and compatibility info
  3. Document Policies Clearly
    • Shipping times and costs
    • Return and exchange policies
    • Warranty information
    • Payment methods accepted
  4. Review Question Patterns
    • Check your Open Questions weekly
    • Look for repeated themes
    • Add missing information in bulk

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Long-Term Strategy

1

Month 1: Answer Everything

Respond to all open questions promptly. Build your knowledge base quickly.
2

Month 2: Identify Patterns

Review which questions come up most often. Add detailed documentation for those topics.
3

Month 3: Optimize

Refine answers based on customer follow-ups. If customers ask clarifying questions, your original answer needs more detail.
4

Ongoing: Monitor & Maintain

New questions will always emerge. Keep adding to your knowledge base as your business grows.
Most Cosmo users see a 60-80% reduction in open questions after their first month of consistently answering and documenting.

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Dashboard View

In your Cosmo dashboard, you can:
  • View all open questions in the Notifications tab
  • See question status (Unanswered, Answered, Resolved)
  • Edit answers in the AI Knowledge section
  • Track question volume in Analytics
  • Filter by date range to review recent questions

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Settings & Configuration

Configure open question behavior in Settings → Notifications:
  • Question Notifications: Enable/disable WhatsApp notifications for questions
  • Auto-Acknowledgment: Cosmo’s message to customers when creating a question
  • Response Timeout: How long before reminding you to answer
  • Knowledge Base Auto-Save: Enable/disable automatic knowledge base updates

Support Tickets

Handle complex customer issues and support requests

AI Knowledge

Manage your knowledge base and train Cosmo

Inbox

View all customer conversations and questions in one place

Analytics

Track question volume and knowledge base coverage

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Frequently Asked Questions

You can:
  • Research and respond when you have the info
  • Assign the question to another team member
  • Delete the notification if it’s not relevant
There’s no rush—respond when you have accurate information.
Yes! Edit the answer in your AI Knowledge base. The updated answer will be used for future questions, but already-sent messages cannot be edited.
Cosmo supports 50+ languages. Your answer is automatically translated to match each customer’s language preference.
Yes! You can answer questions from the Cosmo dashboard as well. Both methods work the same way.
The first response is sent to the customer. Other team members are notified that the question has been answered to prevent duplicate responses.

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Troubleshooting

Not receiving question notifications?
  • Check notification settings are enabled
  • Verify your WhatsApp number is correct in Settings
  • Check that service campaigns are enabled
Customer not receiving my answer?
  • Check the conversation status in Inbox
  • Verify customer is still active on WhatsApp/Instagram
  • Check Analytics for message delivery status
Too many open questions?
  • Your knowledge base may need more content
  • Review recent questions for common themes
  • Add bulk FAQs to cover common topics