Knowledge base
The knowledge base holds answers your team and the assistant can rely on. The assistant searches it for every suggestion and in auto mode. Only published entries are used by the AI.
Entries
Section titled “Entries”Open Knowledge in the main navigation. Entries can be:
- Q&A pairs: a question as visitors would ask it, and the answer your team gives.
- Notes: any text, such as opening hours or a procedure.
- Uploaded files:
.txt,.mdor.csv. A CSV file withquestionandanswercolumns (orFrageandAntwort) becomes one Q&A pair per row.
Each entry belongs to one project or is shared across all projects of the organisation, and can have tags and a language. Managers edit entries; agents can read them.
Entries are Draft, Published or Archived.
Test the search
Section titled “Test the search”Use Test search to type a question like a visitor would. You see what the assistant would find, best match first. Search combines keywords and meaning, so it also finds answers that use different words.
Learning from conversations
Section titled “Learning from conversations”When a conversation is closed, Commelia can suggest new Q&A pairs from it. Suggestions are anonymized automatically and wait in the Review tab until a manager publishes or discards them. Switch this off under Project settings → Knowledge & privacy.
Agents can also turn a good reply into a draft with Add to knowledge base in the conversation. Personal data is removed before the preview and checked again when saved.
Privacy check
Section titled “Privacy check”Before saving, the editor can check an entry for personal data such as names, emails, phone numbers, AHV numbers or IBANs and replace them with placeholders. See Privacy & data protection.