• Getting Started
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                                    • Helpdesk, LiveChat, & SMS
                                      • Helpdesk
                                        • LiveChat
                                          • SMS
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                                              • Toll Free Number (TFN)
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                                              • Concierge
                                                • Concierge Set Up
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                                                  • Best Practices
                                                    • Concierge Developer Tools
                                                      • Legacy Concierge Guides
                                                      • CRM
                                                        • Accounts & Contacts
                                                          • Campaigns
                                                          • AI in the Capacity Platform
                                                            • Capacity's Approach to AI
                                                              • Prompting & Agent Guidance
                                                                • Generative AI Tools
                                                                  • AI Agents
                                                                  • App Center
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                                                                                        • SMS Settings
                                                                                          • Responders
                                                                                        • Developer Platform and Databases
                                                                                          • Developer Platform
                                                                                            • LiveDB
                                                                                              • CapacityDB
                                                                                                • Tutorials
                                                                                                • GC in Apps
                                                                                                • Integrations and Interfaces
                                                                                                  • App Integrations
                                                                                                    • Microsoft
                                                                                                      • Encompass
                                                                                                        • Other Apps
                                                                                                        • Interfaces
                                                                                                          • Microsoft
                                                                                                            • Slack
                                                                                                              • Google Chat
                                                                                                              • Authentication
                                                                                                                • Capacity API
                                                                                                                  • Webhooks
                                                                                                                  • Troubleshooting
                                                                                                                    • Browsers
                                                                                                                      • Email
                                                                                                                        • Contact Us
                                                                                                                          • Platform Status
                                                                                                                          • Mortgage GSE
                                                                                                                            • Capacity GSE Beta
                                                                                                                            Knowledge Center
                                                                                                                              • Getting Started
                                                                                                                                • Onboarding
                                                                                                                                  • Webinar Recordings
                                                                                                                                    • Profile & Account
                                                                                                                                    • Analytics Assistant
                                                                                                                                      • Getting Started
                                                                                                                                        • Sharing Presentations
                                                                                                                                          • Using Dashboards
                                                                                                                                          • Omnichannel Inbox
                                                                                                                                            • Overview
                                                                                                                                              • RCS Messaging
                                                                                                                                                • WhatsApp
                                                                                                                                                • Knowledge Management
                                                                                                                                                  • Knowledge Base
                                                                                                                                                    • Knowledge Base Tips
                                                                                                                                                      • Exchanges
                                                                                                                                                        • Guided Conversations
                                                                                                                                                          • Guided Conversation Functions
                                                                                                                                                            • Guided Conversation Cards
                                                                                                                                                            • Cloud Drive
                                                                                                                                                            • Sites and Articles
                                                                                                                                                              • External Knowledge Base Integrations
                                                                                                                                                                • System Messaging
                                                                                                                                                                • Helpdesk, LiveChat, & SMS
                                                                                                                                                                  • Helpdesk
                                                                                                                                                                    • LiveChat
                                                                                                                                                                      • SMS
                                                                                                                                                                        • 10-digit long code (10DLC)
                                                                                                                                                                          • Toll Free Number (TFN)
                                                                                                                                                                            • Short Code
                                                                                                                                                                          • Concierge
                                                                                                                                                                            • Concierge Set Up
                                                                                                                                                                              • Concierge Visual Editor Examples
                                                                                                                                                                              • Best Practices
                                                                                                                                                                                • Concierge Developer Tools
                                                                                                                                                                                  • Legacy Concierge Guides
                                                                                                                                                                                  • CRM
                                                                                                                                                                                    • Accounts & Contacts
                                                                                                                                                                                      • Campaigns
                                                                                                                                                                                      • AI in the Capacity Platform
                                                                                                                                                                                        • Capacity's Approach to AI
                                                                                                                                                                                          • Prompting & Agent Guidance
                                                                                                                                                                                            • Generative AI Tools
                                                                                                                                                                                              • AI Agents
                                                                                                                                                                                              • App Center
                                                                                                                                                                                                • Automations and Workflows
                                                                                                                                                                                                  • Automations
                                                                                                                                                                                                    • Workflows
                                                                                                                                                                                                    • Analytics
                                                                                                                                                                                                      • Baseline CSV Reports
                                                                                                                                                                                                        • Bot Reporting
                                                                                                                                                                                                        • Settings
                                                                                                                                                                                                          • Org Management
                                                                                                                                                                                                            • Org Settings
                                                                                                                                                                                                              • Custom Fields
                                                                                                                                                                                                            • Email Templates
                                                                                                                                                                                                              • Helpdesk Settings
                                                                                                                                                                                                                • Interface Settings
                                                                                                                                                                                                                  • Chat Settings
                                                                                                                                                                                                                    • SMS Settings
                                                                                                                                                                                                                      • Responders
                                                                                                                                                                                                                    • Developer Platform and Databases
                                                                                                                                                                                                                      • Developer Platform
                                                                                                                                                                                                                        • LiveDB
                                                                                                                                                                                                                          • CapacityDB
                                                                                                                                                                                                                            • Tutorials
                                                                                                                                                                                                                            • GC in Apps
                                                                                                                                                                                                                            • Integrations and Interfaces
                                                                                                                                                                                                                              • App Integrations
                                                                                                                                                                                                                                • Microsoft
                                                                                                                                                                                                                                  • Encompass
                                                                                                                                                                                                                                    • Other Apps
                                                                                                                                                                                                                                    • Interfaces
                                                                                                                                                                                                                                      • Microsoft
                                                                                                                                                                                                                                        • Slack
                                                                                                                                                                                                                                          • Google Chat
                                                                                                                                                                                                                                          • Authentication
                                                                                                                                                                                                                                            • Capacity API
                                                                                                                                                                                                                                              • Webhooks
                                                                                                                                                                                                                                              • Troubleshooting
                                                                                                                                                                                                                                                • Browsers
                                                                                                                                                                                                                                                  • Email
                                                                                                                                                                                                                                                    • Contact Us
                                                                                                                                                                                                                                                      • Platform Status
                                                                                                                                                                                                                                                      • Mortgage GSE
                                                                                                                                                                                                                                                        • Capacity GSE Beta
                                                                                                                                                                                                                                                        1. Home
                                                                                                                                                                                                                                                        2. Knowledge Management

                                                                                                                                                                                                                                                        Knowledge Management

                                                                                                                                                                                                                                                        Knowledge Management Overview

                                                                                                                                                                                                                                                        Knowledge Base

                                                                                                                                                                                                                                                        Knowledge Base Overview
                                                                                                                                                                                                                                                        Managing Knowledge Base Access Controls

                                                                                                                                                                                                                                                        Knowledge Base Tips
                                                                                                                                                                                                                                                        Exchanges
                                                                                                                                                                                                                                                        Guided Conversations
                                                                                                                                                                                                                                                        Cloud Drive

                                                                                                                                                                                                                                                        Sites and Articles

                                                                                                                                                                                                                                                        Capacity Sites Overview
                                                                                                                                                                                                                                                        Article Table of Contents
                                                                                                                                                                                                                                                        Article Spellcheck Using Google Chrome
                                                                                                                                                                                                                                                        Embedding & Uploading KB Content into Articles
                                                                                                                                                                                                                                                        Site Settings: Site Branding & Basic Customization
                                                                                                                                                                                                                                                        Controlling Sites Access
                                                                                                                                                                                                                                                        Create an Article
                                                                                                                                                                                                                                                        Article Versioning & History
                                                                                                                                                                                                                                                        Embedding Exchanges In Articles
                                                                                                                                                                                                                                                        Creating Hotlinks & Links in Articles

                                                                                                                                                                                                                                                        External Knowledge Base Integrations

                                                                                                                                                                                                                                                        Answer Engine in Knowledge Base
                                                                                                                                                                                                                                                        Answer Engine Reporting

                                                                                                                                                                                                                                                        System Messaging

                                                                                                                                                                                                                                                        System Messaging