Knowledge Base

Internal management

From Knowledge Base in the sidebar, any agent with write permission can create articles (title + body) and mark them as published or not. An unpublished article is only visible in the console — it never appears on the public portal or in the AI copilot's searches.

Public portal

Every published article is visible with no account needed at https://your-instance.example.com/kb/your-organization — the same URL appears as a direct reference right on the management screen, ready to share. The portal has its own free-text search.

Connection to the AI copilot

When an agent asks for Suggest reply on a ticket, the copilot searches published articles by semantic similarity (RAG, over pgvector) and, if it finds something relevant, uses it to draft the suggestion and shows it as "Based on:" below the reply box — so the agent knows where the suggestion came from before sending it, instead of blindly trusting generated text. See AI Copilot for everything else the copilot does.

Keeping the knowledge base up to date isn't just for customers reading it on the public portal — it directly improves the quality of AI-suggested replies on every new ticket.