Managing the knowledge base

The knowledge base is your library of help articles. It does double duty: a reference for your team, and the source the AI chatbot answers from. Manage it under Settings → Knowledge Base (requires the Manage knowledge base permission).

Create an article

1. Open Settings → Knowledge Base → Add.
2. Give it a title, optional category, and write the content (Markdown supported).
3. Set it Published when it's ready, or leave it as a Draft while you work.
4. Choose scope: global (all inboxes) or tied to a specific inbox.

Categories

Group related articles into categories so they're easy to browse and so the AI can retrieve the right context.

Powering the AI (RAG)

When Use Knowledge Base (RAG) is enabled on the AI Chatbot page, the assistant answers customers using your published articles — grounded, accurate replies instead of guesses.

For semantic search to work well, click AI index (reindex) after adding or heavily editing articles. This rebuilds the embeddings the AI uses to find the most relevant article for each question.

Writing tips

• One topic per article, with a clear title customers would actually search for.
• Keep answers concise and specific — short, factual articles retrieve better.
• Only published articles are visible to customers and used by the AI.