📚 Knowledge Base
The Knowledge Base is everything your agents answer from. You build it once per workspace, and every channel in that workspace answers from it.
Where it lives
Open your workspace and select Knowledge Base in the sidebar. The Knowledge Base row under a channel opens the same page: knowledge belongs to the workspace, not to one channel.
The page has four tabs, each with a count:
| Tab | What it holds |
|---|---|
| Library | Every item your agents can answer from: articles, Q&A, files, web pages, captured messages and macros, organized into collections. See Library. |
| Sources | Where the knowledge comes from: websites, repositories, videos, files and chat capture, with their status and schedule. See Sources. |
| Gaps | Questions your agents couldn't answer, knowledge that looks outdated or contradictory, failed syncs, and drafted fixes waiting for a decision. See Gaps. |
| Access | Which collections each AI surface answers from, and the Q&A switches. See Knowledge Access. |
Two controls sit above the tabs:
- New, in the page header, offers Article and Q&A (both open the editor) and Add a source (see Sources).
- Test agent, at the end of the tab row, docks a test panel beside whichever tab is open. See Testing Answers.
Who can do what
| Who | What they can do |
|---|---|
| Every workspace member | Read every tab, open any item, and ask questions in the test panel. |
| Knowledge managers: the Owner, Admins, and Members holding the + Knowledge grant | Everything else: add and remove sources, write and publish items, manage collections, decide on gaps and proposals, change Knowledge access, and edit ticket macros. |
| An assigned reviewer (any member) | Edit the draft of the item they were asked to review, comment on it, and approve it or ask for changes. See Reviews. |
| A verified admin of a Telegram group or Discord server | Set up which admins' messages that channel captures (a Telegram admins or Discord admins source). Nothing else in the Knowledge Base without the grant. |
Members without the grant see read-only views. An item they open says "You can read this item. Knowledge managers edit and publish it." To give someone the job without making them an Admin, assign + Knowledge from Manage Access on the Team page. See Capability Grants and the access matrix.
What answers from it
Knowledge reaches people through these surfaces. Knowledge Access decides which collections each one reads.
| Surface | Where it shows up | Reads Internal items |
|---|---|---|
| Channel agent | Your agent's answers to members in Telegram groups and Discord servers | Never |
| Suggested replies | Reply drafts for your team in tickets, the inbox and in-chat assist | Yes |
| Ask AI | Your team's AI chat and reports | Yes |
It also feeds the relevancy scoring behind the AI Leaderboard and the optional "ground drafts in your knowledge base" toggle in X Brand Voice.
Every item has a Visibility. External items can reach members and customers. Internal items stay with your team's tools: suggested replies and Ask AI. The channel agent never answers members from Internal knowledge. Messages captured from your Telegram and Discord admins are always Internal.
Getting started
- Add your main site or docs. Select New, then Add a source, then Website. Pick which parts of the site to crawl. See How Crawling Works.
- Test it. Select Test agent and ask three or four questions members actually ask. Sources, under each answer, shows which items were used.
- Close the gaps. The Gaps tab lists what members asked that your agents couldn't answer. Draft an answer, check it, publish it.
- Keep it current. Turn on Keep in sync for sources that change, and give important articles an owner and a review cycle.
- Share the work. Give the people who curate knowledge the + Knowledge grant, and ask teammates to review what they know best.
Machine-generated pages (paginated archives, per-item pages, numeric-ID URLs) dilute retrieval rather than improve it. The website path picker unchecks those by default for exactly this reason.
Where the old tabs went
The Knowledge Base used to have Sources, FAQ, Curation and Chat tabs. Old links to them land on the new places.
| Before | Now |
|---|---|
| Sources | The Sources tab lists sources; the content they produced is in the Library. |
| FAQ | FAQ entries are Q&A items in the Library. Instant answers and the Public Q&A page are on the Access tab, and Find questions from chats on the Gaps tab drafts new Q&A from what members ask. |
| Curation | The Gaps tab: failed syncs, outdated and contradictory knowledge, and unanswered questions in one queue. |
| Chat | The Test agent panel, available beside every tab. |