Knowledge base

The knowledge base is the heart of your AI — the better the articles, the better and more reliable the reply drafts become. It can also be published publicly as a help center where customers look up answers themselves.

Write an article

1. 1

   Go to Knowledge base → Articles

   Click to create a new article, give it a title and write the content in an editor that supports headings, lists and bold text.

2. 2

   Choose the scope

   Is the article shared across all your brands (widgets), or does it only apply to one specific brand? Choose from the Scope dropdown.

3. 3

   Save to the knowledge base

   As soon as you save, the text is chunked, and — if an OpenAI key is connected — embedded into vectors so the AI can find the right passages quickly.

How the AI uses articles

When a request comes in, the system looks for the articles that best match the question (retrieval-augmented generation, or "RAG") and uses them as sources in the draft reply — citing which articles were used. This is the same technology that powers automatic replies in the chat widget and drafts in the inbox.

Knowledge per brand (widget)

If you run more than one brand, each chat widget can have its own knowledge under the Knowledge tab in that widget’s settings — for example, details specific to one product line or one website. Check "Share with all brands" to make an article shared instead.

A public help center for customers

Every article can also be published publicly — with one click on the globe icon next to it — so customers can look up answers themselves without contacting your team.

• Only articles specifically marked "Public" appear in the help center — nothing publishes automatically.
• Each brand has its own help center with its own URL, which you can customize under the Install tab in the widget settings.
• The help center automatically carries your brand’s colour and name.