How to ignore or reopen a question
Remove from the queue questions that don't make sense for your business, and bring back any you ignored by mistake.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Not every question the AI couldn't answer deserves an article: sometimes it's a mistake, a joke, or a topic your business doesn't handle. Ignoring it removes the question from the queue without teaching the AI anything. If you change your mind, you can reopen it.
Where to find it in Cognizy
Before you start
- Only the owner and administrators can ignore or reopen questions.
Step by step
- Step 1:
Open and click the question.
- Step 2:
In the Question Details panel, click Ignore.
- Step 3:
Confirm by clicking Confirm. The question leaves Open and the AI won't log the same question as a gap again.
- Step 4:
To see what's been ignored, click Ignored.
- Step 5:
To bring a question back, click it and then click Reopen. It returns to Open and can be answered.
How to know it worked
The ignored question appears only under Ignored. Once reopened, it counts again under Open.
If something goes wrong
I ignored an important question.
Open the Ignored filter, click the question, then click Reopen. Then answer it and add it to the knowledge base.
Next step
Answer the open questions so the AI can learn.
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