📚 Knowledge Base
The Knowledge Base belongs to the workspace, so a Discord server has no Knowledge Base of its own: the Knowledge Base row under your server opens the workspace's page. Every workspace member can read it; managing it takes the Owner, an Admin, or the + Knowledge grant. See Who Can Do What.
The Knowledge Base is everything your agent answers from. It grounds the 🤖 AI Assistant's replies, reply drafts for your team and AI assistance in 🎫 Tickets, and the relevancy scoring behind the 🧠 AI Leaderboard. Your server answers from External knowledge only; Internal items stay with your team.
The full reference lives in the workspace section:
What's specific to Discord
Capturing your admins' answers
Add a Discord admins source to learn from what your team says in the server: select New, then Add a source, then Discord admins, pick the server, and choose whose messages to capture. It captures members of the server's Agent admin roles, so set those in Agent Settings first. Captured messages are always Internal. See Sources.
A verified admin of the server can set this source up without the + Knowledge grant.
Reply suggestions, macros and Save to knowledge
Once Admins can ask for a draft on any message is on in the server's panel on the Agents page, under Team tools, your admins get:
- Suggest reply on any message (right-click, then Apps): a private draft from your knowledge, with Send as Fren One, Other macro, Make a ticket and Dismiss.
/reply: answer with one of your macros.
Save to knowledge (right-click a message, then Apps) files a message and the conversation before it for review in the Knowledge Base. It never goes live on its own.
The same section holds Learn from member replies, which grades answers from how members reply (off, nothing members say here is read), and an optional notice that replies may be AI-assisted. See In-Chat Assist.
Ignored Channels
The agent stops reading an ignored channel, so nothing new from it reaches the Knowledge Base, and the purge report flags knowledge base entries that may quote it.