Knowledge base

Versioned articles with a Draft → Review → Published workflow (and a Retired state), one-click revert, trigram search, and feedback collection.

Overview

Articles move Draft → In review → Published, and a Published article can later be Retired (archived from search and the portal) without deletion. Each transition is audited.
A version snapshot is created on each publish, capturing the editor's name and timestamp. Revert to any prior version with one click.
Search uses Postgres trigram (pg_trgm) fuzzy matching out of the box — no pgvector or extra extension required. Optional AI-assisted query extraction sits on top.
Helpful / not-helpful feedback collects per article and feeds the Reports → Knowledge dashboard, alongside search terms that returned no result.

01
Write a draft
Knowledge → New article. Markdown editor with /-mention support for linking other articles. Save as Draft to keep it private.
02
Move to review
Click Move to review. Reviewers who hold the Approve knowledge base permission get a notification and can comment before approving.
03
Publish
Click Publish. A new version is snapshotted, and the article appears in portal search for org users and in the agent reply composer.
04
Track impact
Reports → Knowledge. See top-cited articles, search terms with no result, and feedback rate. Use the no-result list to fill content gaps.

Embed snippets in the agent reply composer with /kb — the article appears as a quoted block, not a raw link.
Retire an outdated article instead of deleting it — it leaves search and the portal but keeps its history and can be republished.