Closing the knowledge gap loop: when my bot doesnt know, it WhatsApps the owner, owner replies plain text, bot saves + messages the customer back

Hi!

Im building Opero.so (WhatsApp AI agents platform). Wanted to share the architecture of what I think is the most impactful feature Ive shipped.

The setup is probably familiar. Customer asks something the bot cant ground in its knowledge base. Traditional flow: bot refuses, writes a row in a dashboard nobody opens, knowledge plateaus.

I did something different. When a gap is detected:

1. Agent refuses honestly to the customer (“Ill check with the team”)
2. Notification fires to the owners WhatsApp (same number the customer wrote to, which matters for delivery trust)
3. Owner replies in plain text. Not quote-reply, not form. Just typing the answer
4. An admin engine surfaces the last 3 pending gaps in its system prompt each turn, so the LLM can match the plain-text reply to the right gap_id
5. Admin shows what itll save and asks “save this?”, waits for confirmation
6. On confirmation: knowledge doc created + original customer auto-messaged back with the answer

The two things that made it work: injecting recent gaps into the prompt (no structured link needed), and normalizing questions so “Do you have X?” and “hi do you have X?” dedupe into one gap.

Full writeup with the Go code and the prompt injection strategy: https://opero.so/blog/ai-agent-texts-boss-when-stuck?utm_source=reddit&utm_campaign=chatbots

Anyone building similar feedback loops? Curious how others are handling the teach-the-bot UX.