Knowledge management
What is knowledge management?
Section titled “What is knowledge management?”Knowledge management lets you collect internal company knowledge centrally, organize it, and make it available to the AI. Everything stored in a knowledge base can be used by the AI in chat to give well-founded answers, both in regular chat and in any agent that the knowledge base is assigned to.
Typical content:
- Company policies (e.g. remote work rules, travel expense policies)
- Process descriptions and instructions
- FAQs and frequently asked questions
- Product information and price lists
- Onboarding material for new employees
Overview: What can I do?
Section titled “Overview: What can I do?”| Action | Who can do it? |
|---|---|
| View knowledge bases | All users with access |
| Retrieve knowledge in chat | All users with access |
| Suggest knowledge (with approval) | Users with suggestion permission |
| Add knowledge directly | Users with write permission |
| Approve or reject suggestions | Users with approval permission |
| Restructure knowledge base | Users with approval permission (owners only) |
| View change history | All users with access |
| Create and manage knowledge bases | Administrators |
| Assign permissions | Administrators |
| Share knowledge base with other workspaces | Owner of the knowledge base |
Navigation
Section titled “Navigation”Knowledge management is accessible via Settings:
Settings -> Knowledge
A list of all knowledge bases you have access to is shown there. Each knowledge base displays:
- Name and description
- Visibility (private or public)
- Number of pending approvals (if any)
There is also a Knowledge suggestions page (accessible via the main menu) that centrally lists all pending suggestions across all knowledge bases.
Using knowledge in chat
Section titled “Using knowledge in chat”The AI automatically accesses the knowledge bases assigned to you. You do not need to do anything special, just ask your question in chat.
Example: You ask “How many home office days are allowed?” and the AI finds the answer in the knowledge base containing the company policies.
The AI also shows you which sources the answer is based on.