Knowledge and the help centre
Knowledge bases and their ingest sources, the gaps report, and the public help centre with its articles, branding and locales.
Two surfaces carry your knowledge:
- Knowledge holds knowledge bases: containers of ingested content that AI agents subscribe to and answer from.
- Help centre is the published, public face: articles a visitor can read on your help site.
They are related but separate. Help-centre articles arrive by import from another helpdesk; knowledge bases are filled by the ingest sources below.
Knowledge bases
Open Knowledge. The left rail lists your knowledge bases; ingest a source once and any agent in the workspace can subscribe to it under AI Workforce, in the agent's Knowledge section.
To create one, click New knowledge base, give it a name and an optional description. Rename and delete live in the row menu; deleting removes the KB and its subscriptions but leaves ingested sources in storage.
Ingest sources
Add data source offers three groups:
| Group | Source | What it takes |
|---|---|---|
| URLs | Web page(s) | A single URL or a list. |
| URLs | Sitemap | Crawls every page a sitemap lists. |
| URLs | YouTube | A video, transcribed. |
| Files | Docs | pdf, txt, docx, md. |
| Files | Table | csv, xlsx. |
| Files | Plain text | Paste any text. |
| Connect | Zendesk | Help-centre articles; needs subdomain, admin email and API token. |
| Connect | Notion | Pages and databases; needs an integration token. |
| Connect | Confluence | Spaces and pages; needs site URL, email and API token. |
| Connect | Shopify | Products, via the store's sitemap. |
Click Ingest to start. While a source is processing, the table refreshes itself and shows the stage: queued, parsing, chunking, embedding, quality, storing, then ready, or failed. Stat cards count sources, indexed documents, chunks and subscribers. There is no per-source re-sync; to refresh content, add the source again. Deleting a source removes it from the KB.
Long-running crawls and pulls appear under Ingest jobs with live per-job progress: pages fetched, chunks written, failures and the current phase.
Importing tickets and articles from Zendesk, Intercom, Freshdesk or Help Scout is a different flow: see Migrating.
Gaps: topics your agent struggled with
The Knowledge page also shows Topics your agent struggled with: clusters of recent conversations where the AI handed off, was abandoned, or drew a negative reaction, grouped by intent. Each card names the intent and topics, counts the signals, quotes a sample question, and links to a matching conversation. Switch the window between 7, 30 and 90 days. The point of the report is the fix: add content covering the topic and the AI catches up.
The help centre
Help centre in the navigation manages your public help site. It has three tabs: Articles, Import report and Branding.
Articles
The list shows one locale at a time, filterable by category, visibility, editorial state and search, 50 per page. Articles arrive by import; there is no article creation here yet, but your edits survive re-imports.
Each article carries two independent switches:
- Editorial state: Draft (not served to visitors), Published (live, if its visibility and every category above it allow it), or Archived (kept, not served; nothing is deleted).
- Visibility: Public, Hidden (staff only), or Internal.
The editor exposes title, slug, visibility, state, category and body. Title, slug, body and state are per-translation; visibility and category move every locale together. Locales come from the imported source, and each article can list its translations.
If a re-import changes an article you have edited locally, both versions are kept and the article shows "Two versions are being kept": your edit stays live, and you can adopt the source's version explicitly (not reversible).
Branding
The Branding tab sets the help centre's name, tagline, logo, tab icon and brand colour, with a live "What visitors see" preview. Text and link colours are derived from the brand colour automatically. Saving replaces the whole brand, so save from the form, not from fragments.
Serving and domains
The public site is served per workspace on a help-centre host: the deployment has a base help domain, and each centre answers on its host under it, with a custom full host possible per centre. View live site opens yours when a full host is configured. Visitors see published, public articles in their locale; there is no visitor sign-in, which is why the middle visibility state is staff-only rather than "signed-in customers".
Help centre and the AI
Agent replies grounded in your knowledge show a Sources panel: the documents the answer drew on, with links. Help-centre articles are not fed to the AI automatically yet; the "Ingest for AI" control in the help centre is labelled coming soon. To let agents answer from that content today, ingest it into a knowledge base (for Zendesk, directly via the Zendesk connector above).