Table of Contents

Knowledge Base Overview

Sammie Stephens Updated by Sammie Stephens

The Knowledge Base is where all your organization’s knowledge lives. Here you are able to add and organize information, manage permissions for who can view which information, and manage which information is sent to which concierge.

Filters 

Enables CoPilots to display Exchanges by status, helping CoPIlots quickly view, manage, or edit information.

You can filter Exchanges by the following status:

  1. New Exchanges - View all recently added Exchanges.
  2. Recently Updated - See recently updated Exchanges.
  3. Expiring Soon - View Exchanges that will expire within 30 days.
  4. Expired - View any Exchange that has expired.

Knowledge Library 

The Knowledge Library houses all your organization’s information and is located in the Knowledge Base. To navigate to your Knowledge Base, click the lightbulb icon in the blue navigation bar and look to the light blue side bar for Knowledge Library.

Folders 

CoPilots use folders to help keep knowledge organized. Think about folders as a way to keep similar topics/subjects grouped together for quick access.

To create a new folder, click the “New” button located at the top of the blue side bar and select the folder option. This will bring up options to name your folder, grant groups access, and/or nest it inside an existing folder.

Dialogues

A Dialogue houses different types of Exchanges (Standard Exchange or Guided Conversation). Think of a Dialogue as a topic or subject. Exchanges contained in a dialogue will all be related to the same topic or subject.

To create a new Dialogue, click the “New” button located at the top of the blue side bar and select the “Dialogue” option. This will bring up options to name your Dialogue, grant group access to this Dialogue, and/or add to a folder. 

The Knowledge Base contains an In-Page search that allows you to find any content located within the current page. The in-page search is located on the right side of the console next to the “Add” and “Permissions” buttons.

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