Knowledge base & AI

Ready-made answers for your team: search them from any page, copy them, or insert them straight into a WhatsApp reply. On Pro, AI helps you search by meaning and summarize long conversations.

The Knowledge base page

The Knowledge base menu opens a reading & search page for everyone with access:

• A large search box at the top. Type at least 2 letters; matching words are highlighted in the results. On Pro there is a Semantic search (AI) button.
• All / Public / Internal filters articles by visibility.
• Without a keyword, the page shows Category cards (with the number of articles and a few titles) and Recently updated articles.
• The page address follows the search and category (e.g. /kb?q=shipping), so you can share it with teammates and the Back button works.

Opening an article shows a wide reading page:

• On this page: a table of contents built from the article's subheadings, to jump to the part you need.
• Article info: category, visibility, teams who can read it, author, and when it was updated.
• More articles in the same category, and a Copy button (text ready to send on WhatsApp).
• Managers also see an Edit button and the semantic search (AI) status.

Writing & managing articles

Managers open Manage articles from the Knowledge base page: a table of all articles including drafts, with search, filters for visibility, status, and team, an AI search column, and Manage categories. New article creates an article; Edit (in the table or on the article page) opens the editor to change its title, text, and settings.

New articles start as Internal and Draft, so internal information isn't sent to customers before it has been reviewed. Article text uses a simple format:

• # Heading, ## Subheading, ### Small section — subheadings become the table of contents on the reading page
• **bold**, *italic*, `code`
• Lists with - or 1. , and a blank line for a new paragraph
• Links [text](https://address) — only https://, http://, and mailto: addresses become links

Use the Preview tab in the editor to check the result before saving.

Team-only articles

Use these for information only certain teams need, e.g. a reseller price list for the Reseller CS team or a refund SOP for the Finance team.

• Articles someone may not see don't appear anywhere for them: the Knowledge base page, category counts, search (keyword and semantic), the widget, and insert into reply. Opened through a direct link, the page says it isn't shared with their team.
• Managers who can't view all data can only choose teams they belong to; other teams already chosen on the article stay ticked and locked. They can't edit another team's articles.
• When a team is deleted, its team-only articles move to the replacement team you choose.
• Manage team membership in Users → Teams.

Widget

• The round Knowledge base button at the bottom right of every page opens a search panel without leaving your work.
• Type at least 2 letters to search; with no keyword, the panel shows the latest articles.
• Copy copies the article as text ready to send on WhatsApp (bold, italic, and lists are converted to WhatsApp formatting). Open opens the article page in a new tab.
• Open Knowledge base at the bottom of the panel opens the reading & search page in a new tab, with the same keyword.
• In Interaction, open the widget with the KB article button in the reply box. While a conversation is open, Public articles have an Insert into reply button: the text goes into the reply box so you can edit it before sending.

Search

To be searchable by meaning, published articles are turned into vectors (embeddings) automatically, usually within a minute. Drafts are processed once published. Managers see the status in the AI search column of Manage articles, on the article page, and in the editor:

Changing the title or text processes the article again automatically. Processing articles doesn't use your AI quota.

AI summary

• In the conversation detail panel, press Summarize. AI condenses the conversation into 3–6 points: the customer's need, key details, sentiment, current status, and the suggested next step.
• The summary is saved on the conversation and visible to teammates who can see that conversation, together with who made it and when. Press Summarize again after new messages arrive.
• Internal notes are never sent to AI; only customer messages and team replies are summarized.

AI quota

• Pro: 2,000 requests / month (fair use). Custom per contract. Free doesn't include AI.
• Each summary and each semantic search counts as 1 request. Keyword search and article processing don't count.
• Requests that fail because of an AI service problem don't use your quota. The quota resets at the start of every month; usage is shown in the widget and on the Dashboard.

Who can do what

Default roles: Supervisor has all three; Agent and Back Office can read and use AI. Change this in Users → Roles.