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Knowledge

The knowledge engine

The AI answers from what your workspace holds: your public knowledge base, your help desk's articles, the articles your team saves, approved policies and the resolution records from past tickets. One engine matches all of it by meaning, so the AI, the coverage figure and the article drafter agree on what is covered.

5 steps · 5 min read

Before you start

  • Admin access to connect a knowledge base. The address of your public help centre.
  1. 1

    Connect your knowledge base

    Settings → Integrations → Your knowledge base. Paste the address of your public help centre. QueuePower reads up to 1,000 pages per source, three web sources per workspace, a few hundred per pass with the rest following daily, and refreshes daily. It is read-only and respects robots.txt and noindex.

    You’ll see: If your connected help desk or CRM has a knowledge base, its published articles are read the same way through the connection.

  2. 2

    Write the policies the AI can quote

    Settings → AI Behaviour → Policies the AI can quote. Short approved statements: refund policy, delivery times, prices, opening hours. The AI uses your wording instead of guessing, and Full AI can answer from them from day one. They never let the AI promise a refund or change an account.

  3. 3

    See it in a reply

    Each suggested resolution shows "Based on" with the pages, articles, policies or past tickets it drew on, each a link. The customer is linked to the right article.

  4. 4

    Let every close teach the next ticket

    Resolution records from past tickets about the same problem appear beside each new one and are cited as evidence. Each person is credited when their records help resolve later tickets.

  5. 5

    Never the same answer twice

    When a customer says a fix didn't work, the next suggestion leaves out every page, article and past ticket already sent on that ticket and proposes the next best answer. When nothing credible is left, the AI says so and recommends a person takes it up.

Good to know

  • Matching only ever looks within your own workspace, and customer names and email addresses are masked before any text is sent for matching.
  • Removing a source removes everything held from it.
  • On a connected help desk with a ticket API, an admin can also import resolved tickets from the last 12 months as masked past-ticket evidence. Off by default; the AI never sends a resolution from one.

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