# 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.

| Setting | Options | What it means |
| --- | --- | --- |
| Status | **Draft** / **Published** | Drafts are visible to managers only. Published articles are visible to everyone with Knowledge base access (subject to the teams below). |
| Visibility | **Internal** | For the team only (SOPs, sensitive answers). Can be read & copied, but **can't be inserted** into customer replies. |
|  | **Public** | Fine to send to customers: the **Insert into reply** button is available. |
| Teams who can read | Empty / one or more teams | Empty = **all teams**. When teams are chosen, only members of those teams see the article (see Team-only articles). |
| Category | Optional | Group articles (e.g. Shipping, Payments). Deleting a category doesn't delete its articles. |
| Tags | Up to 10 | Extra keywords, separated by commas. |

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.

| Who | Articles they see |
| --- | --- |
| The Owner, admin roles (e.g. Supervisor), and members with **Can view all data** | All articles. |
| Other members | Articles for all teams, plus team-only articles of the teams they belong to. |

- 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

| Type | Plan | How it works |
| --- | --- | --- |
| Keyword | All plans | Every word you type must appear in the title or text. Articles whose title contains the whole query come first. |
| Meaning (AI) | Pro & Custom | Press **Semantic search (AI)**: articles with a similar meaning are found even when the words differ (e.g. "delivery cost" finds a "shipping fee" article). Results are labeled **Meaning** and completed with keyword results. |

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:

| Status | What it means | Button |
| --- | --- | --- |
| **Ready** | Can be found with Semantic search (AI); shows the number of chunks and when it was processed. | **Reprocess** |
| **Processing** | Waiting its turn (about 1 minute). | — |
| **Failed** | The AI service had a problem; the error message is shown. | **Try again** |
| **Not yet** | A published article that hasn't been queued for processing. | **Process now** |

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

| Permission | What it allows |
| --- | --- |
| `kb.view` — Read the knowledge base | Open the Knowledge base page & widget, search, read, copy, and insert Public articles (articles for all teams and for their own teams). |
| `kb.manage` — Write & manage | Manage articles: create, edit, publish, and delete articles; choose which teams can read them; manage categories; see drafts; reprocess semantic search. |
| `ai.use` — Use AI (Pro) | AI conversation summaries and semantic search. |

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