Your knowledge base (for your customers)
Write articles for your staff, portal customers or a public help centre, and keep a document library you can share with customers. Articles also ground the AI's answers and deflect tickets.
Where it is
- Support → Knowledge Base — Articles and Document Library tabs
Settings for this
- Settings → Billing & plan — Part of the Support add-on
- Settings → Customer portal — Show Documents in the customer portal
Support → Knowledge Base is content you write for your audience. (This Help panel, by contrast, explains BuildTrack itself.)
Write an article
- Open Knowledge Base → Articles and press + New Article.
- Write the title and body, and set a Category (or add one), Tags and an Excerpt.
- Pick a Visibility:
- Internal: staff only.
- Portal: customers signed in to your portal, and the AI's answers.
- Public: your public help centre, and the AI's answers.
- Save draft, or Publish. Later you can Unpublish to draft, Archive or Delete.
A published public article has View public page. Your public help centre lists them all at its own link.
Articles show their views and how many readers found them helpful. When a portal customer starts a ticket, matching articles are suggested first. The AI receptionist and chat answer from your portal and public articles.
Document Library
The Document Library tab holds files and links: Upload Document (a file, a link or a Google Doc), sorted into folders with New Folder. Open a document's Portal Sharing tab to make it visible to portal users, or share it with particular contacts or companies.
Who can do it
Writing and publishing articles, and managing the library, is for owners, admins and managers. Others can read.