Publish trusted knowledge
Create help documents with visibility, language, tags, site scope, and a clear publish lifecycle.
Rolling out on ProApproved support knowledge
Knowledge Base for AI Customer Support
Create trusted help content, publish it for the right site, see whether each document is ready for AI, and give customer service answers a clear source to cite.
- Published knowledge remains traceable
- Knowledge can be scoped to the right site
- Form and CRM customer data stays outside public answers
Knowledge Base
Trusted support content
Document statusLive concept
Keep support knowledge ready for customer answers
Native knowledge documents are live today. Product and Blog source projections remain separate planned extensions rather than hidden automatic ingestion.
Know what is ready for AI
See whether the latest published document is ready to support customer answers and retry failed processing from the dashboard.
Power cited customer answers
Use published knowledge as the trusted source behind AI Customer Service responses and citations.
Knowledge Base features
Good AI support depends on a small, current, governed source of truth rather than unrestricted access to every workspace record.
Native knowledge documents
Create Markdown help content with visibility, locale, tags, and optional site scope.
Publish, archive, and restore
Move documents through a controlled lifecycle while keeping the currently published knowledge explicit.
AI readiness and retry
See whether published knowledge is ready for AI answers and retry processing when the current version needs attention.
Scoped access and visibility
Keep public and site-scoped knowledge separate from internal or unpublished material.
Citations and traceability
Carry the supporting document into grounded customer answers and conversation review.
Planned
Product and Blog source projections
Reuse approved Product and Blog publications as managed knowledge sources without copying ownership rules.
How Knowledge Base works
Write trusted help content, publish it for the right audience, and let customer service use only the current approved version.
- 01
Write the document
Create the help content, choose visibility, language, tags, and optional site scope.
- 02
Publish when approved
Publish the current document so it can become eligible for site AI answers; archive or restore it as the content lifecycle changes.
- 03
Use it in customer service
AI Customer Service answers from current permitted knowledge and preserves the supporting source in the conversation.
Who Knowledge Base is for
Support customer answers, internal review, help content, and product discovery without indexing private customer data.
Customer help content
Organize setup guides, billing explanations, policies, troubleshooting, and FAQs.
Product answers
Make active product descriptions, specifications, and approved FAQs retrievable.
Support team reference
Give authorized team members one current source of answers and evidence.
AI support grounding
Provide public, fresh, site-scoped evidence for accurate chatbot answers.
Not a warehouse for every workspace record
Only approved content sources enter retrieval. Customer records, submissions, secrets, drafts, and stale content stay outside public AI search.
- Form submissions and attachments are excluded
- CRM notes and sensitive fields are excluded
- Only published or active revisions are indexed
- Archived sources must remove old chunks
Knowledge Base questions
What can I publish in the Knowledge Base?
Native knowledge documents support Markdown content, visibility, locale, tags, site scope, and a publish/archive/restore lifecycle as the rollout continues.
Will AI see unpublished content?
No. Public customer answers require current permitted published knowledge; drafts, archived documents, and private customer records stay outside that path.
Can Product and Blog content become knowledge automatically?
Not yet. Product and Blog source projections remain planned extensions so those domains can keep their own publishing and ownership rules.
Who can use Knowledge Base?
Knowledge Base is rolling out to Pro workspaces and is designed to ground AI Customer Service on published sites.
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