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📚 Library

The Library tab lists every item your agents can answer from, whatever produced it: an article your team wrote, a Q&A, a crawled web page, an uploaded file, a captured admin message or a ticket macro.

In the sidebar, select Knowledge Base. The Library is the first tab.

Items and types​

TypeWhat it is
ArticleLong-form knowledge your team writes in the editor.
Q&AOne question and the answer the agent gives. See Q&A items.
Web page, Doc, Repo doc, Video, Post, FileContent a source brought in: a crawled page, a document, a GitHub file, a YouTube transcript, an X post, an upload.
MessagesAdmin answers captured from a Telegram group or Discord server.
MacroA ticket canned response. See Macros.

The type chips above the table narrow the list: All types, Articles, Q&A, Synced and Files. Synced shows content a source keeps in step with where it came from: web pages, videos, repository docs, posts and captured messages.

Next to them:

  • Search library searches titles and content.
  • Captured from narrows the list to items captured from one channel. It only describes where an item came from: every item answers in every channel of the workspace.
  • Sort by offers Most used, Recently updated and Title.

The table shows each item's Title, Type, Visibility, Used 30d (how often answers cited it in the last 30 days), CSAT (how members rated answers that used it) and Owner. A tag after the title marks an item that Needs review or is a Draft, and icons mark Verified items and Instant answer Q&A.

Views and collections​

The rail beside the table switches views:

ViewWhat it shows
All knowledgeEverything.
Needs reviewItems whose review date has passed. See Reviews.
DraftsItems with unpublished changes.
MacrosTicket macros. See Macros.

Below the views are your Collections: folders that group items, such as "Billing and plans". Collections go one level deep: a collection can sit inside another, but not further. Each shows how many items it holds.

Knowledge managers select New collection to add one, and use a collection's ... menu to Edit or Delete it. Deleting a collection deletes no knowledge: its items move to the level above.

A collection can Require review before publishing. Items in it can't be published until a reviewer approves the exact draft. See Reviews.

Collections also decide what each AI surface reads. See Knowledge Access.

Opening an item​

Select a row to open the item in a side panel. Use the arrows, or the Up and Down keys, to step through the list.

The panel shows:

  • Cited in answers over the last 30 days, Resolved, no ticket (of those answers, how many closed the question without a ticket), CSAT, and Searchable passages (how many pieces of the item are in the agent's index).
  • A Content tab with the item's text, and a Properties tab with its source, dates, visibility, review cycle, reviewers and comments. Articles, Q&A and macros also have a History tab with their versions.
  • Captured from under the title, when the item came from a channel.
  • A footer saying who the item reaches: "External: used in answers to members" or "Internal: used by your team's tools only".

Open in editor opens the full-page editor. Open source, under the item's actions, opens the page or file it came from. Knowledge managers also get Edit and, under the item's actions, Delete.

Visibility​

VisibilityWho it reaches
ExternalCan reach members and customers: the channel agent, and your team's tools.
InternalYour team only: suggested replies and Ask AI. The channel agent never answers members from it.
Only meA private draft only you can see. Offered when you create an item.

Items added from a source take the visibility chosen when the source was added. Captured admin messages are always Internal. New items drafted in Gaps start Internal, except the Q&A drafted by Find questions from chats, which publish External.

Bulk actions​

Knowledge managers can tick rows (selection survives paging) to act on many items at once:

ActionWhat it does
Move toMoves the items into a collection, or to No collection.
VisibilitySets External ("Used in answers to members.") or Internal ("Used by your team's tools only."). An item visible to one person only keeps its visibility.
Mark reviewedMarks the items reviewed and starts their next review cycle.
Delete"The agent stops using these items right away. This cannot be undone."

If some items fail, they stay selected so you can try again.

Q&A items​

A Q&A item is one Question and the Answer the agent gives. Create one with New, then Q&A. The FAQ your workspace had before is now a set of Q&A items: filter the Library to Q&A to see them.

Turn on Instant answer on a Q&A and members get that answer word for word, with no AI reply, when they ask something that matches it. Instant answers also need the workspace switch on the Access tab.

Q&A items come from:

  • your team, through New, then Q&A, or Save as Q&A in the test panel;
  • Find questions from chats on the Gaps tab, which drafts Q&A from what members keep asking;
  • messages an admin saves to knowledge from Telegram or Discord, after review.

Macros​

Ticket canned responses are stored in the Knowledge Base as macros. Select Macros in the rail to see them, with the Variables each one uses (such as {member_name} and {ticket_number}) and when it last changed. Opening one shows its history, reviewers and comments like any other item.

You create and edit macros from a ticket's reply box, with Manage canned responses. Changing them takes a knowledge manager: the Owner, an Admin, or a member with + Knowledge.

Macros are also what in-chat assist offers under Other macro, and what Discord's /reply command sends.

A macro in a collection that requires review can't be edited directly from the reply box: it goes through review like any other item.

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