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.
An empty knowledge base means no drafts at all, not a placeholder, not a guess. Until you add at least one active entry, 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 added an entry.
Active, draft, and archived entries
Every entry has a status, and only active entries feed drafts:
- Active: used by the assistant right now. Anything you write or upload yourself (a new article, a snippet, an upload) becomes active immediately.
- Draft: not used yet. Suggestions the system finds on its own (for example FAQs mined from your Sent folder, or answers you gave in the practice chat) start as drafts so nothing goes live without a look first. Open the entry in the library and activate it once you've checked it over.
- 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. Plans meter resolved cases per month only, 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.
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.