What is the internal knowledge base?

The internal knowledge base is a place for your team to store procedures, FAQs, and guides. It is meant as a reference for team members — not for customers.

The knowledge base is separate from the public help center. Customers cannot see the content.

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Creating articles

1. Go to Internal Knowledge Base in the dashboard
2. Click New article
3. Enter a title
4. Write the content using the rich text editor (bold, headings, lists, etc.)
5. Select a category (optional)
6. Set the status to Published so it is visible in the inbox
7. Click Save

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Managing categories

Use categories to group articles, for example by department or topic.

1. Go to the Categories tab
2. Enter an emoji and a name
3. Click Add

Articles can be linked to a category when creating them.

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Using the knowledge base from the inbox

When you have a conversation open, you can open the knowledge base via the book icon in the right sidebar.

• Search manually for an article using the search field
• The system automatically shows suggestions based on the customer's recent messages
• Click an article to read it as a reference

The knowledge base is purely meant for reading — so you always have the right information at hand while helping a customer.

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Pinning articles

Pinned articles always appear at the top of the knowledge base panel in the inbox — useful for procedures your team needs frequently.

1. Go to the Internal Knowledge Base in the dashboard
2. Hover over an article
3. Click the pin icon (📌) to pin the article

Click the pin icon again to unpin the article.

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Tips

• Keep articles short and scannable with headings and lists
• Only publish an article when the content is ready — drafts are not visible in the inbox
• Use the excerpt to add a short summary so the article is easier to find
• Pin frequently used procedures so they are always visible to your team