Knowledge

Knowledge is the set of documents of a product that workers may read, for example a handbook or product notes. The administrator imports them. See Products and knowledge.

Who can do this

Administrators and members, through a worker that has permission to read the product’s knowledge.

Before you start

The administrator has imported documents for the product.
The worker has the permission “Read one product’s knowledge” for that product. You see it under the link “N permissions · show” in Chat.

Steps

Open Chat and choose a worker with knowledge permission.
Ask in plain words, for example “Search the product knowledge for our refund rules and quote them.”
Press Send.

What you see afterwards

The worker searches and reads the documents and answers in its reply.
The run’s Audit lists every document the worker read or wrote, with the document’s key. It does not copy the text into the audit.
A worker that may also write knowledge (“Write one product’s knowledge”) can save a new version of a document. The earlier version stays readable.
By default a knowledge write is at the level “Tells you after”: the administrator gets a notice. If the administrator raised it to “Asks you first”, nothing is written until the administrator approves. See Approvals and checks.

Your choices

Choice	What it does	When to pick it	Can you undo it?
Ask a worker to search or read	The worker reads documents of its products only.	Questions about the product.	n/a
Ask a worker to write	Saves a new version of a document.	Only with a worker that may write.	Partly: the earlier version stays, and a worker can write it back as the newest version.
Ask for an earlier version	A worker can read an older version of a document.	To compare or restore text.	n/a

A worker that reads or writes knowledge always uses an AI provider that never trains on your data.