The knowledge base

Written answers, staff and customer facing, searchable and organised into groups — this manual's own articles live here too.

When you would use this: to find the answer to something before typing it out again, or to write it down once so nobody has to.

Reading: any signed-in staff member may browse or search — by group, or by typing a question the way a customer would ask it. An article marked "ours" is written by us for every business on the product and cannot be edited or deleted from here; anything else is your firm's own. A draft shows, marked, so its author can see it before publishing, but a draft or a staff-only article never reaches the customer portal.

Writing one: needs the further permission for it. Give it a title, a group, an audience (staff, customers, or both, capped by whatever the group itself allows), and the body. Publish it when it is ready; until then it stays a draft, visible only to staff.

Groups: articles are organised into groups, and a group's own audience caps what any article inside it can be shown to — a customer-audience article filed in a staff-only group still will not reach the portal. Managing groups needs the same further permission as writing an article.

Insights: switch to the "Insights" view for which articles are read the most, and which get more "not helpful" votes than "helpful" ones — the two things worth acting on if you own this content.

When it refuses: "You cannot manage the knowledge base" (writing, or editing groups) means you can read every article available to you but not change one — ask an Owner or Admin, or whoever holds that permission at your firm.