Knowledge base review

Check the answers the chatbot will give before customers see them.

Support knowledge base

Reviewing as ·

The chat window on the website

This is the chat customers see on brass-works.co.uk and on staging. Switch it off to stop it answering straight away — customers are then told it's offline and can still leave their email for the team.

Ask the chatbot

Type a question the way a customer would. It answers from the knowledge base and the website's products, as the live bot will.

Photo to send Photo ready to send

Testing runs on the Claude subscription, as it's internal use. The cost shown is an estimate of what the same answer would cost the live bot through the API. Replies here are slower than the live bot will be.

Real customer questions

Recent questions from Zendesk. Ask the bot and compare with what the team replied.

    Suggested replies on tickets

    When a customer writes — email, website enquiry, WhatsApp or chat — the bot drafts a reply and posts it on the ticket as an internal note. Your team sends, edits or ignores it. Customers never see a draft. Spam, marketing and supplier admin are skipped, as are tickets an agent has already answered or tagged kb_no_suggest.

    What customers have asked the website chat

    Every question put to the chat window on brass-works.co.uk, newest first, with the answer it gave. Staging is our own testing, so it is kept separate.

    Asked most often

    A question the bot keeps passing to the team is one the knowledge base is missing. Those are worth writing up first.