Adding knowledge & suggestions

Adding knowledge

In chat

The easiest way to add knowledge is directly in chat. Tell the AI, for example:

“Please save the following information in the knowledge base: Starting March 1, a new travel expense policy applies…”

You can also attach files that are stored together with the knowledge: images, PDFs, Word, Excel and PowerPoint files, and Markdown, CSV and text files (up to 5 MB per file). Their full content is searched, so the AI finds an answer even if it only appears in an attachment. Uploading a file with the same name again replaces the old version, for example a catalog you update daily. If an attachment cannot be taken over, the AI tells you which one and why. To remove an attachment you no longer need, ask the AI to delete it from the knowledge base. Like removing knowledge, this requires the approve permission and a Business or Max license.

From the settings

For a specific knowledge base, go to Settings → Knowledge and click the book with the plus in its row, or open it and click “Add knowledge” at the top. A new chat opens with that knowledge base already set as the target. Both only appear on knowledge bases you are allowed to contribute to.

What happens next depends on your access permission:

With suggestion permission

Your knowledge is submitted as a suggestion and must be reviewed and approved by someone with approval permission. You receive a confirmation that the suggestion has been submitted.

With write permission

The AI automatically checks whether the new knowledge conflicts with existing content:

• No conflict: The knowledge is added directly to the appropriate place in the knowledge base.
• Conflict detected: You are informed about which conflict exists. You can then decide whether you still want to add the knowledge. In that case it is submitted as a suggestion for approval.

With approval permission

Same as write permission, but if a conflict is detected you can still add the knowledge directly (the AI is informed about the conflict and takes it into account while placing the content).

Target knowledge base

If you have access to multiple knowledge bases, the AI will ask which one the knowledge should be added to. If you only have one knowledge base, that one is used automatically.

Correcting or removing knowledge

Knowledge that is wrong, outdated or was saved by mistake is removed in chat. Tell the AI what should go, for example “Remove the overnight cost limit from the knowledge base” or “Delete the page about the standard calibrations”. Corrections work the same way: “Replace the ten standard calibrations with nine”.

This requires approval permission on that knowledge base, and the knowledge base has to belong to your company. The feature is included in the Business and Max licence. It does not work on knowledge bases another company has shared with you.

Uploading an empty or corrected file replaces nothing: adding knowledge only ever adds, it never overwrites. To set the wording yourself, edit the page directly in the knowledge base’s “Files” tab.

Removed knowledge stays visible in the history, so the content is not lost.

Managing suggestions (approvals)

Where do I find pending suggestions?

There are two ways:

1. Central knowledge suggestions (main menu): shows all pending suggestions from all knowledge bases, grouped by knowledge base.
2. Within a knowledge base (Settings -> Knowledge -> open KB -> “Approvals” tab): shows only the suggestions from this one knowledge base.

What does a suggestion look like?

Each suggestion shows:

• Title of the suggested content
• Type label:
  • “Suggested” (gray): submitted by a user with suggestion permission
  • “Conflict” (red): submitted even though a conflict with existing content was detected
• Submitted by (name or email address)
• Time (e.g. “2 hours ago”)

Click on a suggestion to see the full content. For conflicts, the reason why a conflict was detected is also shown.

If files (images, documents) are attached, they are listed as attachments.

Approving a suggestion

Click the green checkmark (Approve). The content is automatically placed in the appropriate location in the knowledge base.

Rejecting a suggestion

Click the red X (Reject). A dialog opens where you can optionally enter a reason (max. 500 characters). The reason is stored in the change history.

Change history

Every knowledge base keeps a complete history of all changes. You can find it under:

Settings -> Knowledge -> open KB -> “History” tab

What is shown?

Each entry in the history shows:

• Action (color-coded):
  • Green +: New knowledge added
  • Blue pencil: Existing knowledge updated
  • Green checkmark: Suggestion approved
  • Red X: Suggestion rejected
  • Orange arrow: Structure reorganized
  • Red trash can: File or folder deleted in the “Files” tab
• Description of the change
• Who made the change
• When (date and time)
• Number of changed files

Details of a change

Click on an entry to see the details:

• Added files are shown with a green background
• Removed files are shown with a red background and strikethrough
• Modified files show a comparison:
  • Removed text: highlighted in red with strikethrough
  • Added text: highlighted in green
  • Unchanged: normal text

Use the “Load more” button to load older entries.