Knowledge base suggestions

When customers repeatedly ask something your AI assistant cannot answer yet, your dashboard collects those questions and drafts a suggested help article for you to review.

Open KB Suggestions in the dashboard (owners and admins only). Each card shows a draft title and article, how many times the question has come up, and whether the draft is grounded in answers your team has already given or still needs an answer from you.

For each suggestion you can:

• Edit the title and article inline.
• Save edits to keep a draft without adding it to the knowledge base yet.
• Ask the assistant to revise the draft, for example to make it shorter or add a step. Unsaved edits are included in that revision.
• Approve and sync it. Approving adds the article to your knowledge base, and the assistant can use it on the next customer message.
• Dismiss it if it is not useful. An empty draft cannot be approved until you add an answer.

Dismissed topics will not be suggested again for a while, so your queue stays short and relevant.