Review your knowledge base
An entry is a question customers ask and the answer the assistant will give them. It only answers from approved entries: this guide explains where they come from, which order to work in and what each decision does.
Where entries come from
Every night, 0seat extracts question-and-answer pairs from resolved conversations, generalised to remove what belongs to one customer. The history backfill does the same on the past, in batches. You can also import your existing canned responses and Markdown files (one article per file) from the “Import” tab. All arrive with the same status: to review.
Each entry shows its source: conversation, canned response, legacy base, Markdown file, manual entry. An extracted entry also carries its frequency and the customers’ actual wordings.
Which order to work in
The queue is sorted from the most frequent question to the rarest. Start at the top: the console shows what share of requests the twenty most frequent entries cover. That is your benchmark for where to stop the first pass.
The “nearby entries” under each entry, with their similarity, show likely duplicates before you decide.
The five decisions
- Approve: the answer is right and current. Correct the text first if needed; the corrected text is what gets saved.
- Save without deciding: keeps a correction without ruling; the entry stays in its queue.
- Reject: the question has no place in the base (one-off case, specific customer, outdated information).
- Merge: the same question already exists in a nearby entry. From an approved entry, “Absorb” pulls in the neighbouring candidate; its text is not carried over.
- Back to review: cancels a decision made by mistake.
Writing a good answer
Formal address, short sentences, numbered steps for a procedure. No password, no customer name, no invoice number. Check technical values (DNS, SPF, DKIM, ports): old replies contain wrong ones.
Payment, refund, dispute, cancellation: the assistant always hands over to an agent. Don’t write an answer that promises anything.
Two safeguards
Forbidden term flagged: an imported entry that contains one of the space’s forbidden terms is flagged and cannot be approved while the term stays in the text. The list of forbidden terms is part of the space profile; it cannot be edited from the console today.
“Entry already handled”: a colleague decided on the same entry just before you. Your decision is not saved, theirs is kept; reload the list. Every decision carries its author’s name and the date.