9bx Connect
Knowledge base
The articles that FAQ search and the AI answer from, plus your saved replies.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
Good answers in one place serve three needs: visitors searching "Search our help articles" in the widget, the AI assistant, and agents inserting Saved replies.
Who can use it
Users with the Knowledge base manage permission. Agents can use saved replies in the inbox without it.
Where to find it
Chat & Messaging → Chat settings → Knowledge base
The screen explained
Tab: Articles
| Item | Meaning |
|---|---|
| New article / Edit article | Opens the editor. |
| Search articles | Finds an article. |
| Title, Text | Short paragraphs work best. Separate topics with a blank line. |
| Language | English or Bangla. |
| Published / Live | Only published articles are used. |
Tab: Saved replies
| Item | Meaning |
|---|---|
| New saved reply | Opens the form. |
| Shortcut | Agents type / and this word to insert it. |
| Title, Text | The reply. {name} becomes the visitor name. |
| Who can use it | Only me or Everyone. |
Tasks
Add an article
- New article, enter Title and Text for one topic.
- Choose Language and turn Published on, then save.
Add a saved reply
- Open Saved replies, press New saved reply.
- Shortcut
reboot, text "Hi {name}, please switch off the router for 30 seconds and switch it on again." - Choose Everyone and save. In the inbox type
/reboot.
Example scenario
Padma Net Support adds articles on "Router light colours", "How to pay by bKash" and "Package prices". The widget's AI now answers these directly, and the "Marked helpful" count in Chat analytics rises.
Tips
- One topic per article. Write the way a customer asks.
- Add both English and Bangla versions of your top ten articles.
Troubleshooting
"No saved replies yet" in the inbox. Add them here or ask an admin.
The AI does not use my article. Check Published and that AI mode is on in Chat settings.