Automation and Knowledge
Knowledge bases and workflows work together: knowledge stores reliable content, while workflows decide when and how to use that content in customer conversations.
Knowledge base
What it does: stores help content that can be used by visitors, operators, and automation.
When to use it: use the knowledge base for FAQs, product guides, troubleshooting steps, internal support playbooks, and self-service articles.
How it works: a workspace can have knowledge bases with folders and articles. Articles can be draft, published, or archived. Published articles can appear inside the widget or on a help domain. Article ratings collect feedback from visitors. Indexing prepares articles for search and AI-assisted workflow steps.
Where to configure it: open Knowledge in the operator app.
Related modules: Widget Help tab, Workflows, Article Ratings, Public Help Domains, Comments.
Public help domains
What it does: publishes selected knowledge content on a customer-facing help domain.
When to use it: use public help domains when customers should access articles outside the widget, for example help.company.com.
How it works: the workspace stores a help domain and verification status. The domain should point to the configured public help host with DNS. Once verified, published articles can be served from that domain.
Where to configure it: open Knowledge and manage the domain section for the selected base.
Related modules: Knowledge Base, Widget Help tab, Article Ratings.
Workflows
What it does: automates customer journeys and internal processes.
When to use it: use workflows for automatic greetings, intent detection, knowledge answers, qualification questions, ticket updates, operator handoff, inactivity follow-ups, and closing routines.
How it works: each workflow has a trigger, status, and graph. Supported trigger families include customer messages, operator messages, ticket status changes, ticket comments, and ratings. Nodes can classify intent, search knowledge, send messages, show buttons, wait for customer actions, add notes, route to a department, create or update tickets, hand off to an operator, reopen or close conversations, and close tickets.
Where to configure it: open Workflows in the operator app.
Related modules: Conversations, Knowledge Base, Tickets, Ratings, Departments, Widget.
Workflow preview
What it does: lets admins test an automation path before using it with real customers.
When to use it: use preview while building or editing workflows, especially when the workflow includes buttons, knowledge search, or handoff.
How it works: the preview runs an isolated session with a preview token. It can reset state so the same workflow can be tested repeatedly.
Where to configure it: use the preview action from the workflow builder.
Related modules: Workflows, Widget, Knowledge Base.
Ratings
What it does: collects customer feedback for conversations, messages, and knowledge articles.
When to use it: use ratings to measure support quality, identify weak articles, and trigger follow-up workflows for negative feedback.
How it works: workspace settings control whether dialog ratings are disabled, shown at the end of a conversation, or available throughout. Rating type can be thumbs or stars. Per-message ratings and article ratings are stored separately and can be shown where enabled.
Where to configure it: open Settings -> Rating for conversation and message ratings. Article rating switches are managed in Knowledge.
Related modules: Conversations, Messages, Knowledge Base, Workflows, Analytics.