Knowledge: where Convor gets its answers
Publish articles, set topic-handling rules and find questions your AI couldn't answer.
A visitor asks, "How do I install the Convor widget?" Write a short installation guide, link to the relevant setup instructions and explain what to check if the widget does not appear. Once you publish that guide in Knowledge, AI can use it to answer similar questions.
Knowledge holds information your team has checked and is ready to share with customers. It can also flag a topic that needs a person, such as approving a refund. For predictable actions like tagging a conversation, use Rules.
Rules or Knowledge? At a glance
When a customer message calls for a specific, predictable action.
A rule can apply a tag, change priority, send prepared text or hand off the case. It does not generate text with AI. Sending its prepared reply still depends on the bot being allowed to answer.
"I want to speak to a person" → hand off the conversation.
When a customer needs an explanation or asks about your policy.
Write and publish an article with the answer. AI may use it when a customer's question is relevant. You can direct sensitive topics to an operator instead.
"How do I install the widget?" → AI refers to the setup guide.
What if both apply? Convor checks Rules first. If one only adds a tag, AI can still find an answer in Knowledge. Sending a prepared message or handing the case to an operator ends automatic replies to that message.
Find an article or a missing answer
Open Knowledge in the dashboard. Under Articles, search by title or content, filter by category or publication status, and sort by creation or update date. The table also shows who handles each topic, its tag, priority, owner and last update.
Click a title to edit. In the sample library, AI can answer questions about installing the widget, while a plan-change question goes to an operator with urgent priority and the billing tag. The monthly invoice guide is still a draft, so you can compare all three situations without changing any settings. Delete articles when they're no longer useful.
Wondering what your chatbot couldn't answer? Open the Questions without a matching article tab. The demonstration data includes questions about moving conversation history between projects and setting working hours for multiple Allegro accounts. Choose the last 7, 30 or 90 days. If customers keep asking the same question, select Write article to prepare a useful answer.
These are selected cases detected by Convor. Questions already answered by your operators may never appear here.
Write an article
Select New Article. Start with a question a customer might actually ask, such as "How do I add Convor to WordPress?". Then give them the answer in the Markdown editor. Short steps and working links are easier to follow than a long explanation.
You'll also see:
- Language and status. The required default version is published when saved. Extra translations can remain drafts until someone reviews them.
- Scope. Choose all channels or selected ones. For supported integrations, narrow availability to particular accounts.
- Category. Group related topics, such as "Installation" and "Billing".
- Owner. The person responsible for keeping the article current. This does not assign conversations to them.
- Tags. Help people find the content.
Convor creates the URL slug from the title. There is no separate slug field in this editor.
With only Default enabled, you won't see language tabs. Add English and Polish, for example, and you can edit both versions within the same article. Review each translation before publishing it. See Content languages.
Categories have their own management screen. Give each category a localized name and description, choose an icon and set its display order. Articles stay when their category is deleted.
Let AI answer or pass the topic to a person
Under When a question matches this article, set Who responds to AI can answer if the article can support an automated reply. For topics that need human approval, choose Always hand off to an operator.
For example, an article on changing notification settings can use AI can answer. For "Disputed payment", select Always hand off to an operator, set Urgent priority and apply your existing billing tag. Convor can then mark the conversation and leave the case with a person.
In the same section, you can set an optional Conversation priority (low, normal or urgent) and a conversation tag to apply when the topic is recognized.
What happens when a customer asks something?
Convor checks Rules first. They can tag a conversation, change its priority, send a prepared reply or hand it off. If a rule replies or hands the case to an operator, AI doesn't send a second answer to that message.
Otherwise, AI searches for published Knowledge articles that apply to the message, language and channel. Drafts can't support customer-facing answers. A matching topic can apply a tag or priority, and Always hand off to an operator sends it to the team.
The Confidence threshold in AI settings determines whether the evidence is strong enough. With Knowledge base only, weak or missing sources lead to a follow-up question or operator handoff. Articles plus AI's own knowledge allows the model to draw on general knowledge when articles do not match, subject to the remaining safeguards.
Publishing makes the article available. AI chooses from the published articles based on the visitor's question, language and channel, so even a carefully written answer may go unused when another article is a closer match. Check articles again whenever your pricing, product or support procedures change. Keep passwords and internal-only details out of customer Knowledge.
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