Answering knowledge gaps

When a family asks something Movo doesn't know, Movo asks you. You answer once. Movo texts the family, and remembers the answer for the next family who asks.

How a knowledge gap reaches you

It shows up in Needs You with the type Knowledge gap. You'll also get a notification, if you have those on. The row shows who asked, what they need, and how long they've been waiting. If several families asked the same thing, one row covers all of them.

The family is waiting on you. Movo doesn't guess in the meantime.

Answer it

1. Click Answer on the row. The row opens up.
2. On the left is what the family actually said. On the right, type the answer. Write it the way you'd want the family to read it.

3. Look at What Movo will keep. Movo picks out the facts in your answer that it will remember. Untick anything that shouldn't be kept.
4. Check Saved for. This is where the fact is stored: the location, a branch, or the whole organization. Movo suggests a level. Only pick the whole organization if the answer is true for every family.

5. Click Save and reply.

What happens next

• Movo texts the family the answer, in its own words.
• The fact goes into Knowledge at the level you chose. The next time a family there asks, Movo answers on its own.
• The row stays in Needs You until Movo has actually told the family, then it closes. If Movo can't reach a family, the row stays with you so you can message them yourself.

Several families asked the same thing

If the row says "3 families", Movo texts each of them your one answer. If other open questions in your queue have the same answer, click Also answer other open questions and tick them. They close too.

Links, files and expiry dates

• Add a link when the answer is a page, a form or a calendar. Movo includes it in the text.
• Attach a file when the answer is a document, like a packing list. The file is saved to Knowledge with the answer.
• Set an expiry when the answer stops being true on a date, like a sign-up deadline or an event. Movo stops using it after that date.

If it only applies to this one family

Sometimes the answer isn't a fact about your organization. It's just a reply to one family, like "Yes, we'll hold a spot for Sam." Don't save that as knowledge, or Movo will tell it to the next family too.

Instead, change Saved for to Nowhere, answer this family only. Movo still texts the family your answer. It just doesn't remember it.

If you'd rather write to the family yourself, click reply to just this family. That opens their conversation.

Movo will warn you when an answer looks like this: This reads like a reply to one family.

If the question has already been sorted out another way, click Mark as complete.

Writing an answer Movo can use

• Be specific: the day, the time, the place, the amount.
• Give the fact, not a referral. "Ask the coach" leaves the next family in the same spot.
• One answer, one topic. If the family asked two things, answer both, and Movo will keep them as two facts.