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Feature

Knowledge lookup inside the support workflow

Scope approved knowledge to each Inbox, retrieve it inside the conversation and test the answer before AI can use it with customers.

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The answer and its source stay together

Dobrik points to the knowledge behind helpful replies
The answer and its source stay together
  • Customer asks: A question arrives in the conversation.
  • Scoped sources: Search the knowledge allowed for this inbox and audience.
  • Relevant excerpt: Inspect the passage that supports the answer.
  • Useful reply: Explain the answer in the customer's context.

Answer from relevant knowledge without switching between tabs.

Example: a policy lookup inside an active conversation.

In the workflow

What changes once the work is visible.

  1. 01

    Publish one source and confirm a draft source remains unavailable.

  2. 02

    Limit a source to one Inbox and verify another Inbox cannot retrieve it.

  3. 03

    Run an answer test with a missing fact and confirm DobroDesk asks for a handoff.

The answer is already in your documents

A customer asks how to download a report. DobroDesk finds the approved instruction and brings the source beside the conversation. Your teammate can check it without searching another tool.

Choose the knowledge available to each Inbox. Keep internal material separate from sources intended for customer answers.

Configure approved knowledge and answer tests

Keep the source useful after it is published

A retrieved passage is only as reliable as the article behind it. Give each important source an owner, remove obsolete instructions and test the customer wording after a product or policy change.

Use a real unanswered question to find the gap. Improve the article when the answer is stable; route the conversation to a teammate when the correct result depends on account context or an exception.

Publish and review customer-facing articles

Give each answer a maintenance owner

A Help Center is part of the support workflow. Assign an owner to articles that explain setup, integrations or policy and review them when the product screen or provider behavior changes.

Look at the questions that still reach the Inbox after publication. A repeated question may need a clearer title, a missing prerequisite or a human route rather than another generic paragraph.

Review Help Center publication
Example support conversation in DobroDesk
Exporting a reportKnowledge base · Exporting reports

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Summarize long conversations and prepare grounded replies while the source evidence, risk checks and send decision stay with your team.

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Add a support chat widget to your website. Give visitors a way to ask for help and let your team handle the conversation in a shared inbox.

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Ground AI replies in approved knowledge

Give AI a clear source for support answers and keep review with your team before a reply reaches a customer.

Ground AI in approved knowledge Try the demo