Find out what people actually ask

Every call to the citizen office is a question the town website failed to answer. But nobody writes them down. EnaChat does.

The unanswered-questions report collects, every month, all the questions the assistant couldn't answer from the current sources. It's the exact list of what's missing from the municipal website — and what citizens actually need to know.

This is the feature built for the day after installation: not to show off a chat window, but to close gaps. Every line in the report is a concrete task — publish a timetable, upload an updated bylaw, clarify a procedure — and the next time somebody asks, the assistant will have the answer.

Four lines from a report (example)

• “When does the garden-waste truck come?” — 14 questions, no source covers it → publish the collection calendar.
• “Can I pay property tax in instalments?” — 9 questions, the source is out of date → update the fee page.
• “Swimming pool hours in August” — 23 questions, answered with sources → no action, this one works.
• “Do I need an appointment for the census register?” — 7 questions handed off to the office → add it to the procedure page.

Illustrative example with made-up figures, to show the report's format.

The dashboard a councillor can show in the plenary

• Total conversations and out-of-hours share (proof of the 24/7 value)
• Share of answers backed by sources
• Hand-offs to a person and time saved at the citizen office
• Top topics and unanswered questions

Every month, a one-page PDF ready to attach to the annual report or show in the plenary.