Managing a knowledge base
Handbook (docs viewer)
Section titled “Handbook (docs viewer)”Every knowledge base has a handbook, a readable presentation of all content as a web page. Open it via the “Open handbook” button in the knowledge base view.
The handbook offers:
- Navigation sidebar with all topics
- Search function
- Formatted display of all Markdown content
- Embedded images and documents
Creating a knowledge base
Section titled “Creating a knowledge base”Administrators only.
- Go to Settings -> Knowledge
- Click “Create knowledge base”
- Enter a name (required field, max. 100 characters)
- Optional: Add a description (max. 500 characters)
- Click Create
The new knowledge base is initially empty. As soon as knowledge is added via chat, the AI automatically creates a sensible folder structure.
Editing a knowledge base
Section titled “Editing a knowledge base”Administrators only.
Open the knowledge base via Settings -> Knowledge -> click KB.
Tab: General
Section titled “Tab: General”- Change name (max. 100 characters)
- Change description (max. 500 characters)
- Set visibility:
- Private: Only users with assigned permissions have access. Ideal for confidential information.
- Public: Accessible via an individual link, suitable for support bots, FAQ pages, or kiosk terminals.
Changes are saved automatically (no separate save button needed).
Danger zone
Section titled “Danger zone”At the bottom of the General tab you find the danger zone. Here the knowledge base can be deleted irreversibly, including all content, suggestions, and history.
Managing permissions
Section titled “Managing permissions”Administrators only.
Open the knowledge base and switch to the “Permissions” tab.
Access permissions
Section titled “Access permissions”There are four levels that build on each other:
| Permission | What the user can do |
|---|---|
| Read | Retrieve knowledge in chat, read handbook, view history |
| Suggest knowledge | Everything from “Read” + suggest knowledge via chat (submitted for approval) |
| Add knowledge | Everything from “Suggest” + add knowledge directly (without approval) |
| Approve knowledge | Everything from “Add” + approve or reject suggestions + reorganize structure |
Adding groups or people
Section titled “Adding groups or people”- Click “Add group or person…”
- Search for the name of the group or person
- Select the entry
- The default permission is “Read”, change it via the dropdown
Changing a permission
Section titled “Changing a permission”Click the dropdown next to the name and choose the desired permission.
Removing a permission
Section titled “Removing a permission”Click the trash icon next to the entry.
Important notes
Section titled “Important notes”- If a private knowledge base has no permissions, only administrators can see it.
- If users with the “Suggest knowledge” permission exist, at least one user with the “Approve knowledge” permission should be configured, otherwise no one can approve the suggestions. A warning is shown if this is missing.
- If the group “All employees” has read access, a notice is shown.
Sharing a knowledge base with other workspaces
Section titled “Sharing a knowledge base with other workspaces”Only for owners of the knowledge base.
Open the knowledge base and switch to the “Share” tab.
How does sharing work?
Section titled “How does sharing work?”Sharing works via share codes, short codes that you can pass on to administrators of other workspaces.
Creating a share code
Section titled “Creating a share code”- Choose the access permission the other workspace should receive (Read, Suggest, Add, or Approve)
- Optional: Set an expiration date
- Click “Create code”
- Copy the generated code using the copy button
Redeeming a share code (as admin of the other workspace)
Section titled “Redeeming a share code (as admin of the other workspace)”- Go to Settings -> Knowledge
- Scroll to “Redeem knowledge base”
- Paste the code
- The knowledge base appears in your list
Managing active shares
Section titled “Managing active shares”The table shows all existing shares with:
- Code (partially masked)
- Access permission
- Expiration date (or “No expiration date”)
- Whether the code has already been redeemed (incl. name of the workspace)
Click the trash icon to revoke a share.
Restructuring a knowledge base (refactoring)
Section titled “Restructuring a knowledge base (refactoring)”Only for users with approval permission and owner status.
If a knowledge base has become cluttered over time, the AI can automatically reorganize the structure. For example, say in chat:
“Please restructure the HR knowledge base. The policies should be grouped by topic.”
The AI:
- Analyzes the current structure
- Reorganizes files and folders
- Updates all references and the navigation
- Creates an entry in the change history
Important: No content is lost in the process. Only the structure is changed, not the content itself.
Controlling the visibility of knowledge bases
Section titled “Controlling the visibility of knowledge bases”Administrators only.
Administrators can hide knowledge bases without deleting them. Hidden knowledge bases:
- Are not visible to users
- Retain all content and permissions
- Can be made visible again at any time
This is useful for temporarily deactivating knowledge bases (e.g. during a revision) or for preparing them before they are made visible to everyone.
Changing the order
Section titled “Changing the order”Administrators can change the order of knowledge bases via drag and drop. The order determines the priority in which the AI searches the knowledge bases.
System knowledge bases
Section titled “System knowledge bases”Some knowledge bases are marked as system knowledge bases. These contain fundamental information about the platform itself and cannot be edited or deleted.