Your team's knowledge base and the assistant
Write down how your agency does things so the whole team, and the assistant, can find it. Ask the assistant from any page.
The assistant answers two kinds of question: how to do something in Verbial, and how your agency does things. Open it from the round button in the bottom-right corner of any page, or from Help in the sidebar.
Reading your team's knowledge
- Open Help from the sidebar. Articles written by your team appear under Your team's knowledge, grouped by category.
- Ask the assistant a question such as "How do we hand off a signed client?" and it quotes your team's article and says where the answer came from.
- If nobody has written an article on a topic yet, the assistant says so rather than guessing.
Writing articles
- Open Settings and choose the Knowledge base tab.
- Click New article. Give it a title, a one-line summary and a category.
- Write the body in plain text. Use # for headings, - for bullets, 1. for steps and bold for emphasis. Use Preview to check it.
- Switch Published on when it is ready.
Start with the three questions every new hire asks: how a client is handed off, how time is logged and approved, and who to ask about billing. Short articles with a clear title work best.
Do not put passwords, card numbers or personal details about clients in articles. Everyone in the workspace can read published articles, and the assistant repeats what is in them.
Questions
Who can read the knowledge base?
Everyone in your workspace can read published articles. Drafts are visible only to the people who can edit the knowledge base.
Who can write articles?
Admins, and anyone an admin gives the Write the knowledge base permission to, through a permission set or directly on their page.
What does the assistant know?
The help center you are reading now, the how-to articles inside the app, and your team's published knowledge base articles. It says where each answer came from and does not guess when nothing covers a topic.