Write knowledge base articles for mid-call answers
Add the articles an agent finds when they ask a question during a call, and choose which the customer portal may show.
Where to find it
AI agents › Intent playbooks › Knowledge base
Open this screen
Steps
- Open AI agents › Intent playbooks and scroll to Knowledge base.
- Press New article.
- Fill in Title and What it says.
- Add Japanese keywords (comma separated) and Tags (comma separated) with the words a customer would use.
- Tick Customers may read this in the portal if customers may see it, then press Save.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Search the articles | Filters the list as you type. | — |
| Japanese keywords (comma separated) | The words a caller uses when asking in Japanese; they decide what a Japanese question finds. | — |
| Tags (comma separated) | Weigh heavily in the mid-call search. | — |
| Customers may read this in the portal | Also shows the article in the customer portal. | Off |
| Edit / Remove / Customise / Turn off | Change your own articles; customise or turn off a platform default for your organisation. | — |
Troubleshooting
“A title and some text are both needed”
Fill in both Title and What it says.
Tips
- The list shows how often each article was read and sent.
- Changes here apply to your organisation only. Platform defaults stay as they are for everyone else.
Good to know
- Only managers can add and change articles.
- These articles are separate from an AI agent’s own sources (Files, Text snippets, Website, Q&A).