Knowledge base
Knowledge base holds the articles Customers and Agents answer from, in a searchable help center that cites every answer.
A question no article answers opens a Task to write one, instead of a guess.
Summary
| Part | This System |
|---|---|
| Group | Support |
| Status | Beta: it works, and its Verbs may still change |
| Shelf | Wakes: offered once its Event fires |
You can ask:
- “Write a help article on resetting a password”
- “Publish the help center”
- “Which questions have no article?”
What you get
| Part | This System |
|---|---|
| Starts | On for every Startup at creation, with nothing to install. |
| Wakes | On Conversation.answered when the same question has come in five times. |
| Built from | Search, Vector search, AI gateway, Database |
Nouns it owns
None.
Verbs
| Verb | Object | Approval | Event |
|---|---|---|---|
| Content.list | Content | None | None. |
| Content.draft | Content | None | Content.drafted |
| Content.publish | Content | Asks first; waits 1 business hour | Content.published |
Events
| Direction | Event | How |
|---|---|---|
| Emits | Content.drafted | By Content.draft |
| Emits | Content.published | By Content.publish |
States
None.
Who operates it
| Part | This System |
|---|---|
| Accountable | Customer Lead |
| Team | Customer Team |
| Seat | A role agent holds it until a Human is seated. |
| Autonomy | supervised |
| Also calls its Verbs | Content Lead |
Approvals and limits
| Verb | Rule | Detail |
|---|---|---|
| Content.publish | A person says yes first | Waits 1 business hour |
Processes that use it
| Process | How it uses it |
|---|---|
| Launches | A step calls Content.publish |
| Content marketing | A step calls Content.draft |
Rail underneath
None.
Views and dashboards
| View | Shows | Metrics |
|---|---|---|
| The Customer Lead’s view | The Metrics its accountable Role answers for. | Month-3 retention, Net revenue retention, Logo churn, Repeat purchase rate, First response time, First responses on time, Resolution time, Agent resolution rate |
Access
What each Access level may call here.
| Access level | May call |
|---|---|
owner | Every Verb (3) |
admin | All but 1 of 3: Content.publish |
member | All but 1 of 3: Content.publish |
viewer | Read only (1 of 3) |
Import and export
None.
Fees and pricing
None.
Availability and limits
| Part | This System |
|---|---|
| Status | Beta: it works, and its Verbs may still change |
Compliance notes
Controls it carries:
Related Systems
Example
A Dataset API of company filings gets the same question 30 times in a month: how to page past 10,000 results. Knowledge base surfaces the gap, and the Customer Lead Agent writes the article. Support answers the next 30 from it, each with a citation.