Knowledge Base

The Knowledge Base connects your documentation, Discord channels, text files, and GitHub repositories to your bot. When a customer asks a question in a ticket, the bot answers from that content, shows where the answer came from, and hands the ticket to staff when it does not know. It also learns new answers from tickets your staff close. This page is for the admin setting it up for the first time.

How it worksCopy Anchor Link

1. Add sources: web pages, Discord channels, text files, or GitHub repositories.
2. The bot reads them: each source is indexed when you add it and again on the schedule you choose.
3. The bot answers: when a ticket message looks like a question, the bot waits a few seconds for follow-ups, searches your sources, and posts an answer with a source line and a match score.
4. Staff stay in control: staff replies pause the bot, customers can press Talk to Staff, and when the bot has no answer it escalates.
5. The bot learns: when a ticket closes, the staff answers in it become question-and-answer entries. Confident ones go live immediately; the rest wait in Staff Q&A for review.

Getting startedCopy Anchor Link

Source typesCopy Anchor Link

Full details for each type, refresh schedules, and source statuses are on Adding Sources.

Worked example: a game serverCopy Anchor Link

A community running a survival game server wants the bot to answer the same questions it gets every day.

1. Sources: add the server's rules page as a Web Page with Pages to Read set to 1 page, add the #faq channel as a Discord Channel, and upload a .md Text File with headings such as ## How do I join, ## Ranks and perks, and ## Refunds.
2. Product Profile: Company/Community Name Ember Survival, Support Scope We help with joining the server, ranks, store purchases, and in-game bugs, Product Names Ember Survival, VIP rank, Legend rank, Forbidden Topics ban appeals, staff applications.
3. Custom Instructions: Be friendly and brief. Always give the server IP as play.example.com. For purchase problems, ask for the order number before anything else.
4. Answering: leave Match Strictness at 50% and Respect Staff Presence on so the bot steps back whenever a moderator is already replying.
5. Learning: leave Autonomous Ticket Learning on so that once a moderator has explained how rank transfers work in a ticket, the bot answers the next person itself.

After a week, open Analytics to see which sources get 👍 votes and Staff Q&A to approve the pending entries.

What the customer seesCopy Anchor Link

An answer is a normal message from the bot in the ticket, replying to the customer's question:

• The answer text, in the style you chose (Concise, Balanced, or Helpful).
• A line Source: <source title> when Show Source Information is on.
• A small grey footer: Confidence: 78% • Generated by AI. Staff can verify important details. The match score appears when Show Match Score is on; the AI notice is always shown and cannot be turned off.
• 👍 and 👎 buttons when Enable Vote Buttons is on. 👎 asks for a reason and, optionally, the correct answer.

When the bot has nothing relevant it says I don't have enough knowledge base information to answer that. Use the button below to request staff help. with a 🙋 Talk to Staff button. Pressing it posts a Staff Assistance Requested card and confirms A staff member has been notified and will be with you shortly! Only the ticket creator or staff can press it, and it is only sent once per ticket.

If Auto-Escalate to Staff is on, the bot also posts a 🤖 AI Escalation card in the ticket with the customer's question under User Question and the note Escalated due to insufficient knowledge. With Ping Staff on Escalation on, the card mentions your staff roles (or the button's own ping role when one is configured). After an escalation the bot stays quiet in that ticket for the Ticket Escalation Duration (7 days by default; Permanent keeps it out for good).

Learning from closed ticketsCopy Anchor Link

Learning is on for newly configured knowledge bases and runs with no command. The settings live on the Learning tab under Ticket Learning.

1. A ticket closes (by staff, by inactivity auto-close, or because the user left). Tickets with fewer than 3 messages are skipped.
2. The bot extracts question-and-answer pairs where staff gave the answer, redacts personal data, and scores each pair.
3. Pairs at or above the Auto-Approve Confidence Threshold (50% to 100%, default 70%) go live at once and are searchable in the next ticket. With Notify on Auto-Approve on, an Auto-Learned from Ticket #123 card lands in the logs channel showing the confidence, category, question, and answer, with an Undo button that removes the entry.
4. Pairs below the threshold wait in Staff Q&A as Pending. A Pending Review card for the ticket with Approve, Edit, and Reject buttons is posted to the logs channel so staff can act from Discord.
5. Max Auto-Approvals Per Day (1 to 200, default 50) caps how many pairs go live per day; pairs over the cap wait as Pending even when they scored above the threshold.
6. With Smart Merge & Dedup on, a new pair that overlaps an existing entry is treated as a duplicate, an enrichment (a new detail added to the existing answer), or a supersession (a newer fact replaces the old one) instead of becoming a near-duplicate. Auto-Apply Merges applies enrichments and corrections only to entries the system learned itself and nobody edited, capped by Max Auto-Merges Per Day (1 to 100, default 20), and posts a KB Entry Updated or KB Entry Superseded card with Undo. Everything else becomes a review proposal in Staff Q&A showing the proposed updated answer or added detail.
7. Periodic Consolidation (off by default; Weekly, Every 2 weeks, or Monthly) merges existing duplicate entries into one and archives stale unused ones, then posts a Knowledge Base Consolidated summary.

Reviewing what was learnedCopy Anchor Link

Open the Staff Q&A tab. The tab badge shows the pending count. Filter by All, Pending, Approved, Auto-approved, or Rejected, search, and use Approve, Edit (edit and approve in one step), Ignore, or Delete on each entry. Create Q&A adds a hand-written entry that is available immediately. Purge Pending deletes every pending entry at once and cannot be undone. Deleting an approved entry also removes it from search.

Limits by planCopy Anchor Link

TroubleshootingCopy Anchor Link

Common questionsCopy Anchor Link

How long does the bot wait before answering? 10 seconds by default (Response Delay, 5 to 60 seconds). It waits so that a question typed across several messages is answered once.

Can I stop the bot answering during working hours? Yes, on Enterprise: turn on Respond Outside Business Hours Only on the Answering tab and configure business hours. On other plans use Wait for Staff Before AI Responds, which holds the answer for 10 to 300 seconds and cancels it when a staff member replies.

Does the bot learn from every closed ticket? It tries when Autonomous Ticket Learning is on, the ticket has at least 3 messages, and staff answered in it. Personal data is redacted, weak pairs go to Staff Q&A for review, and at most Max Auto-Approvals Per Day entries go live per day.

How do I teach the bot something it got wrong? Press 👎 on the answer, choose a reason, pick Other Issue to open the form, and fill in Correct Answer (helps AI learn). The bot confirms with Correction Learned! and uses it for future answers. You can also add the answer directly with Create Q&A on the Staff Q&A tab.

Can the bot answer general questions that are not in my docs? Only if you turn on General-Knowledge Fallback (Pro and higher) on the Answering tab. It then answers generic technical questions such as browser or networking basics with the note General AI knowledge, not from this server's knowledge base. Billing, account, security, and legal topics still go to staff.

Why did the bot close a ticket by itself? AI Auto-Close on the Answering tab was on and the customer explicitly asked to close the ticket. Turn it off if you want staff to close every ticket.

Can I keep the AI away from one user? Yes. Add their Discord user ID to the AI User Blacklist on the Answering tab. Staff still see their tickets as normal.