Knowledge Base
Publish articles for AI answers and decide when a topic needs an operator.
When someone asks how to install Convor, AI can look for the answer in Knowledge. Write a focused article with the steps, then publish it in the languages and channels where it should be available.
The Knowledge workspace lets you search articles, filter by status or category, manage owners and tags, and create localized content. Each article has a topic-handling choice: AI can answer or Always hand off to an operator. You can also set a conversation tag and priority for that topic.
Open Coverage gaps to review examples of customer questions the chatbot couldn't confidently answer. Check the last 7, 30 or 90 days, then write an article for a recurring question.
AI uses published, applicable Knowledge after the relevant Rules have run. Its confidence threshold and fallback behavior are controlled in AI settings. For screenshots and field-by-field help, read the Knowledge guide.
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