Knowledge base & help centre
A help centre and knowledge base your chatbot answers from.
Write an article once, in English, Bahasa Malaysia and Chinese. Customers find it at app.axonave.com/help/your-workspace. Agents get it suggested in the chat. The bot answers from it and names the source.
- Read by
- Your customers
- Your agents
- Your chatbot
Self-service today
The answer exists. Nobody can find it at 11 pm.
“We answer the same delivery question 40 times a day.”
The answer is in someone’s head, or in a PDF nobody opens.
“The bot says one thing, the FAQ page another.”
When the bot and the help page live in different tools, they drift apart.
“Our team’s notes ended up on the public site.”
Internal how-tos and customer articles need different doors.
The help centre
Your help centre is live the moment you publish. Nothing to host.
It runs at app.axonave.com/help/your-workspace, with search and topics, and every customer-facing knowledge base appears there. Each article has its own link, the same one the bot sends.
- Search that understands English, Malay and Chinese questions
- Contact us and My tickets beside the articles
- Switch a knowledge base off to keep it out
Internal and external
Staff-only articles stay staff-only.
Keep a playbook for your team next to the help centre for your customers. Internal articles never reach the help centre, and the AI answers customers only from published, customer-facing ones.
- Internal and external knowledge bases
- Articles in several languages
- Drafts stay drafts until a person publishes
Teras Home’s two knowledge bases: an internal playbook in English, and the customer help centre in English, Malay and Chinese.
Agent Assist
Agents get the right article while the customer waits.
Beside every chat and ticket, Agent Assist suggests articles and drafts a reply from them. The agent edits the draft or inserts a link. Nothing is sent until they send it.
- Suggested articles in chats and tickets
- An AI-drafted reply the agent can edit
- Insert the text or the link
Agent Assist beside a Malay WhatsApp chat: a reply drafted from “Masa penghantaran dan penjejakan”, and the articles it came from.
The chatbot
The bot answers from your articles, and only from those.
When AI is on, the chatbot answers from your published, customer-facing articles and links the one it used. When it isn’t sure, it hands over to the right team.
- Answers stream in as they’re written
- The source linked under the answer
- A hand-over when the AI isn’t sure
Filling the gaps
Questions nobody could answer become draft articles.
Questions the bot couldn’t answer, and agents couldn’t find, are grouped and counted. One click makes an AI-drafted article, and a person publishes it.
- Grouped, most asked first
- In whatever language the customer asked
- Make a draft, or dismiss
Unanswered questions: gift-wrapping asked 6 times, a Malay trade-in question 5, delivery to Johor Bahru 4.
Sources
Start from the PDFs and the website you already have.
Upload PDF, Word, text or Markdown files, or crawl your website. Each page or file becomes a draft with the original attached. A person checks it and publishes it. Website crawls can run again weekly or monthly.
- PDF, DOCX, TXT and Markdown
- Website crawl, weekly or monthly
- Every import is a draft first
The Knowledge page. Sources, for files and website crawls, sits next to Unanswered questions.
Connected to everything else in Axonave
One article answers the customer, the agent and the bot.
The knowledge base feeds the help centre, the AI and Agent Assist. Change it once and every place that uses it follows.
One customer recordchats · tickets · deals · AI answers
- Omnichannel InboxWeb chat and WhatsApp
- Chatbot & Flow BuilderAnswers saved to the CRM
- AICited answers, hand-over
- Knowledge Base & Help CentreWhat the AI answers from
- HelpdeskTickets with SLAs
- CRMLeads from every chat
One article
One article about delivery to Shah Alam. Three readers, nothing copied.
Teras Home wrote “Delivery times and tracking” once, in English and Malay. Customers read it in the help centre. Agent Assist suggested it to an agent answering a Malay WhatsApp chat. The bot quoted it at 11:41 pm and named it as the source.
One article · three readers
Teras Home’s delivery article, in English and Malay
Your customers
Help centre
app.axonave.com/help/teras-home
Delivery times and tracking
Items in stock are delivered within 3 to 5 working days in the Klang Valley, and within 7 to 10 working days to the rest of Peninsular Malaysia.
Your agents
Agent Assist, in the chat
Suggested article · AI reply below
Masa penghantaran dan penjejakan
Barang yang ada dalam stok akan dihantar dalam 3 hingga 5 hari bekerja ke kawasan Shah Alam.
Your chatbot
WhatsApp, 11:41 pm
Sofa saya dalam stok. Berapa lama penghantaran ke Shah Alam?
Sumber: Masa penghantaran dan penjejakan
Barang yang ada dalam stok dihantar dalam 3 hingga 5 hari bekerja di Lembah Klang, termasuk Shah Alam.
Publish a change once. The help centre shows it, and the bot and Agent Assist answer from it.
Who writes it once
Retail and delivery
Delivery areas, instalments and returns, answered at midnight in three languages.
Warranty and service
Care guides for customers, claim steps for staff only.
B2B teams
A playbook for the team, a help centre for clients.
Questions about the help centre
Where does our help centre live?
At app.axonave.com/help/ followed by your workspace’s name, and each article has its own link under it. There’s nothing to host or install. Link to it from your website’s menu.
Can we use our own domain for it?
Not today. The help centre runs on Axonave’s app domain, under your workspace’s name.
Can we keep some articles internal?
Yes. Internal knowledge bases are for your team only. They never appear in the help centre, and the AI never uses them to answer customers. Drafts and archived articles stay out too.
Which languages can articles be in?
An article can have versions in English, Bahasa Malaysia and Chinese, and search understands questions in all three.
Do we have to write everything from scratch?
No. Upload PDF, Word, text or Markdown files, or crawl your website. Each one becomes a draft with the original attached, and a person publishes it.
Can the bot make things up?
It answers only from your published, customer-facing articles and links its source. When it isn’t sure, it hands over to the right team instead of guessing.
Which plan has the help centre?
Pro, with 5 knowledge bases. On Basic, an AI pack ($20 a month) adds Knowledge and AI with 1 knowledge base.
Is there a free trial?
Yes. Try Pro free for 14 days. No card needed.
See your own articles in Axonave.
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