The workspace knowledge base
Keep visa requirements, internal SOPs, and FAQ answers as articles in the Library — one search for managers, and grounding material for the assistant.
The "Knowledge base" lives in the Library section of the CRM. It stores your workspace's operational knowledge — "Visa requirements, internal SOPs, FAQ" — as articles that serve two audiences at once: managers, who search them in one place, and the assistant, which grounds its reply drafts in them.
Working with articles
- Create — click "New article", give it a title and write the content in the rich-text editor.
- Publish or keep as draft — the "Published" toggle controls visibility. Unpublished articles carry a "draft" badge and stay internal work-in-progress.
- Categories — assign one or more categories to an article ("Categories") and filter the list by category (the "All" filter shows everything).
- Edit and delete — open any article to edit it; deletion asks for confirmation ("Delete this article?").
Creating and editing requires the knowledge-management permission on your role; reading is available to everyone who can access the Library.
How the assistant uses articles
Only published articles feed the assistant. Behind the scenes each published article is split into fragments and indexed; when a manager requests a reply draft, the most relevant fragments for that conversation are retrieved and handed to the assistant as trusted facts.
Two grounding rules are worth remembering:
| Content | Authoritative source |
|---|---|
| Process, requirements, documents, FAQ answers | Knowledge base articles |
| Prices, salaries, program figures | Your active program templates — not the knowledge base |
This split keeps figures always current: numbers live in templates you actively maintain, while stable know-how lives in articles.
Building the base from won correspondence
You don't have to write everything by hand. In the assistant hub's playbook page, the block "Knowledge base from correspondence" offers "Build knowledge base": it "analyses all your won email threads and writes a quality knowledge base (process, requirements, documents, FAQ, objection answers) by country". The run happens in the background — "articles will appear in the Library in a few minutes" — and the resulting articles are published automatically.
Generated articles are ordinary articles: review them, edit weak spots, unpublish what you disagree with. The Library remains the single place where you curate what the assistant is allowed to treat as truth.
Tip: when a manager repeatedly answers the same client question well, turn that answer into an article — the whole team and the assistant inherit it immediately. The same page also maintains your sales playbook.
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