Building your knowledge base
The knowledge base is the only source the assistant drafts from. It never falls back on general internet knowledge and never guesses. If something isn't in there, the assistant won't invent an answer for it.
A knowledge base without active entries means no drafts at all, not a placeholder, not a guess. Until at least one entry is active, these messages still land in your inbox like any other new message: there's no separate queue or alert for them, and you'll only see "No knowledge base configured" once you open one. Check your inbox manually until you've activated an entry.
Active, draft, and archived entries
Every entry has a status, and only active entries feed drafts:
- Draft: not used yet. Every new entry starts here: an article or snippet you write, a file you upload, a web page you import, and suggestions the system finds on its own (for example FAQs mined from your Sent folder, or answers you gave in the practice chat). So nothing goes live without a look first. Open the entry in the library and activate it once you've checked it over.
- Active: used by the assistant right now. Owners and editors can activate entries (see Team members and roles).
- Archived: soft-deleted. Archiving an entry removes it from the assistant's knowledge immediately but keeps its history, so nothing is lost for good.
Knowledge-base size is not limited on any plan, so add as many entries as your support needs.
Adding and editing entries
From the knowledge base page you can:
- Write a new article: a longer piece of free-form knowledge.
- Add a snippet: a quick question-and-answer pair, good for a single FAQ.
- Upload a file: Markdown, plain text, PDF, DOCX, or EPUB; it's converted to editable text on import.
- Import a website: paste a URL and the page's content is pulled in as an entry.
Whichever way you add it, the new entry starts as a draft. Activate it to put it to use.
Every edit is saved as a new version, so you can look back at what an entry used to say and restore an older version if a change turns out to be wrong.
What makes a good entry
- One topic per entry. A snippet that answers one question is easier for the assistant to retrieve correctly than a long document trying to cover everything.
- Short and factual. Plain statements the assistant can quote back, not opinions or marketing copy.
- Written for a new teammate. If you'd need to explain it to someone joining your support team, write it down here instead.
- Kept current. The assistant repeats what you tell it. An entry that's gone stale produces confidently wrong drafts, not obviously wrong ones.