Knowledge base
Your knowledge base is what your support agent knows. It holds articles about your products, services, policies and FAQs, and the agent uses them to answer customers.
Adding knowledge
Tell Lexey what you'd like to add:
"Add a knowledge article about our return policy: Items can be returned within 30 days of purchase with a receipt. Refunds are processed within 5 business days."
Lexey creates an article with a title, content and an optional category.
Managing articles
Open Knowledge in the rail to see your articles, grouped by category, with a search box at the top. Pick an article to read it.
- Update an article — Choose Improve with Lexey, or ask Lexey to change it by topic.
- Archive an article — Choose Delete article from the article's ⋯ menu, or ask Lexey. Archived articles no longer reach your agent.
- Import from URLs — Give Lexey a URL and it offers to create articles from the page.
An article that a Lexey draft changes shows a Live | Draft switch until the draft is published or discarded.
Your plan sets how many articles you can have: 50 on Starter and 250 on Growth.
Finding gaps
The Diagnostics tab in Knowledge lists the topics customers asked about that your articles didn't cover well, ranked by how many conversations they affected, with example conversations for each. Ask Lexey to draft the missing article.
How the support agent uses knowledge
When a customer asks a question, the support agent finds the most relevant articles in your knowledge base and answers from them. Articles support full markdown.