Knowledge base

The knowledge base holds the project's articles, how-tos and FAQs. Operators look up answers in it, customers read articles in a widget tab and in the Telegram bot, and the AI assistant pulls published articles into the context of its replies.

Managing articles

The knowledge base is its own Knowledge Base section in the main menu, not part of Settings. There you have:

• Categories — the list on the left and the Add Category button. Only the owner or an admin can delete a category; its articles stay, with No category.
• Articles — Create Article: a title, a short description, formatted text (bold, italic, links, lists, quotes, code), a category, tags and attachments. Article files aren't removed by the media retention period.
• Search and filters — article search and the All / Published / Drafts filter.

Any project member can create and edit articles and categories; only the owner or an admin can delete them.

Status and visibility

An article has two switches:

• Published — off keeps the article a draft. Drafts are only visible to operators, and the AI doesn't use them.
• Public — off makes the article internal, for the team only. Customers see only articles with both switches on: in the widget's Help tab, in the bots' knowledge base hints and menu, in the /faq command, in AI answers that go to the customer without an operator, and in the public API.

The editor spells out who sees what right under the switches, and in the list a published internal article is marked Internal.

Where articles are used

• Widget — the Help / Knowledge base tab (switched on in the widget builder) shows published public articles, and the most viewed of them also show at the bottom of the widget's Home, along with search (see Home tab and greeting). Under an article, customers mark whether it helped — see Reader ratings below. The view counter is shown in the editor.
• Telegram bot — the Knowledge Base section of the bot builder suggests matching articles to the customer, and the /faq command shows the five most viewed. The bot uses only published public articles; internal ones are never shown to the customer.
• AI assistant — an operator's reply suggestion uses published articles, public and internal alike, since the operator reviews it. An auto-reply that goes to the customer without an operator uses only published public articles. If your AI provider supports embeddings, an article is indexed on save and found by meaning; otherwise by keywords.

Reader ratings

Under an article in the widget there's the “Was this helpful?” question with 👍 Yes and 👎 No buttons.

• Each rating is stored on its own: a visitor has one rating per article, can change it, and sees their choice on later visits. If your site identifies the visitor with a visitor_token, the rating is recognised on their other devices too.
• After 👎, the widget offers a short, optional note (“What went wrong?”, up to 500 characters): Send or Skip.
• Open an article in Knowledge Base: below the counters there's the Reader ratings block with the 👍 and 👎 totals and the share of readers who found the article helpful, a chart of 👍/👎 per day (30 days, 90 days or a year) and the “What went wrong” notes left with a 👎, with the date and the visitor's contact. The name links to the contact card; with no contact, it says Visitor without a contact.
• In the article list, the Least helpful first sort puts first the articles where 👎 outweighs 👍 the most. An article card shows the number of 👎 and the number of notes (💬).
• Ratings are accepted at most 20 a minute per visitor and, if allowed domains are set in the widget builder, only from those domains.
• Ratings cast before they were stored one by one remain only as totals. They're included in the Reader ratings totals, with a line saying how many there are, but they're not on the chart.