How do I manage the agent's knowledge base?

The knowledge base is in Settings → Agent Access → Knowledge base. It holds answers the agent may give customers. Agents only search Published articles; drafts wait for your review.

Steps

Add an article 1. Go to Settings → Agent Access and scroll to Knowledge base. 2. Click New article. 3. Enter a title, the answer, and optional tags (comma-separated). 4. Choose Published (the agent can use it) or Draft (hidden from the agent), then click Add.

Review or edit an article 1. Click an article in the list to open it. Drafts are listed first. 2. Edit the title, body or tags, and set it to Published or Draft. 3. Click Save. Click Delete and confirm to remove it.

Good to know

• When the agent solves something likely to come up again, it can save a Draft article. These show “From ticket” with a link to the original ticket. Check them and publish the good ones.
• An article needs both a title and a body. Otherwise you’ll see “An article needs a title and a body.”
• Each article shows who created it and when it was last updated.