Collections & search
Articles neatly grouped, with full-text search for customers.
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Knowledge
A help centre that serves customers and AI alike
Write articles once – they appear as a searchable public help centre and simultaneously serve as the knowledge source for the AI bot. Collections, search, and feedback included.
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Also the knowledge source for the AI
What it can do
The key capabilities of this feature at a glance.
Draft & published
The AI only uses published articles – drafts stay internal.
Per-article feedback
"Was this helpful?" shows you where content is missing.
Used twice
One source for self-service and AI answers – no maintaining in two places.
How it works
What happens behind the scenes – in three steps.
- 1
Write an article
Compose in the editor, sort into a collection.
- 2
Publish
Go live – instantly available in the help centre and indexed for the AI.
- 3
Works twice
Customers find it via search; the bot cites it as a source.
Frequently asked questions
01Why does the knowledge base matter for the AI bot?
Because the bot answers from it. Every published article is indexed and used as a source, and the bot shows which article an answer came from. When you improve an article, the help centre and the AI both use the new version immediately, with no second place to maintain.
02Do I have to write every article myself?
No. Articles can be created automatically during onboarding, askVela can turn resolved support chats into draft articles, and any knowledge gap becomes a draft with one click. You review each draft and decide what gets published.
03Does the bot use drafts or unfinished articles?
No. The AI only uses published articles, drafts stay internal. So you can prepare an article, check it with your team and only then make it available to customers in the help centre and to the bot.
04How do I know which articles actually help?
Every article has a “Was this helpful?” feedback option, which shows you where content is unclear or missing. Together with the knowledge gaps list, which collects the questions the bot couldn't answer, you see what to write or improve next.