Knowledge Base Overview
The four retrieval states, how visibility differs from them, and what each of the two pages is for
The knowledge base holds your FAQs, house rules and policy answers. Every entry has three required fields — Question, Answer and Category — and can optionally carry tags, a reference link and an image reply.
Saving is not the same as going live
Saving only writes a draft. An entry has to be synced before it enters the retrieval index and the chat can find it.
What each page is for
| Page | Path | Handles |
|---|---|---|
| List | /knowledge-base | Browsing, filtering, batch actions, importing, state changes |
| Editor | /knowledge-base/{id}/edit | Editing one entry, AI assistance, deletion |
Sync, Relist and Delist are available on both pages. The list is better when you are working through several entries; the editor is better when you have just finished editing one and want to sync it.
The four states
The Retrieval Status column tells you how the entry relates to the retrieval index:
| State | Shown as | Meaning |
|---|---|---|
| Draft | Unsynced / Draft | Exists only in the admin; no index entry yet |
| Indexed | Unsynced / Indexed | A batch sync stopped halfway; the batch needs rerunning |
| Synced | Synced | Indexed, and the index matches the current content |
| Changed | Needs Resync | Synced before, edited since; the index is stale |
There is one more: entries created from a Golden Question template show Unsynced / Needs Answer until an answer is filled in, and cannot be synced before that.
Unsynced / Indexed only ever comes from an interrupted batch sync. Syncing that entry on its own does nothing — rerun the batch instead.
Visibility is not the same as retrieval status
Two columns on the list are easy to confuse:
- Retrieval Status — whether an index entry exists and whether it is current
- Visibility — Listed or Delisted, i.e. whether the chat can retrieve it right now
An entry can be Synced but Delisted: the index entry exists, but it has been deliberately switched off. Delist is how you take an answer out of service without deleting it.
A draft is never Listed
Visibility shows Listed only when all three hold: an index entry exists, it has been synced, and it has not been delisted. A draft shows as Delisted even if it was never delisted, because there is nothing to retrieve in the first place.
Limits
| Field | Limit |
|---|---|
| Question | 100 characters |
| Answer | 300 characters |
| Reference link title | 20 display width (2 per full-width character, 1 per half-width) |
| Reference link URL | 256 characters, must start with https:// |
| One batch action | 20 entries |
When an answer runs over the limit, the editor offers Generate Split Suggestion, which uses AI to break it into several separate entries.