Knowledge base
One place for the answers your team gives every day
Connect the WhatsApp number you already have by QR code, reply as a team from one inbox, and keep your policies, prices and how-tos in articles that any teammate can search while replying.
On this page
In short
The whatsappx.si knowledge base is a set of articles that owners and admins write for a workspace. Any teammate can type a question and get the best-matching article by keyword search, so facts are checked before a reply goes out. AI-generated answers are coming soon and are not available today.
What can you do with the knowledge base today?
Put the facts your team repeats every day in one place, then look them up in seconds.
Write articles
Each article has a title and a body. Owners and admins add and delete them from the Knowledge page of the workspace.
Search while you reply
Type a question such as “What is our return window?” and get the article whose words best match it, ready to adapt into a reply.
See the source
Every result shows the title of the article it came from, so you know exactly which policy you are quoting.
Open to the whole team
Owners, admins and agents can all search the knowledge base, so new teammates give the same answers as experienced ones.
Keep auto-replies accurate
Use the same articles as the single source of truth when you write the text of keyword-triggered auto-replies.
Search by API
List articles and run the same keyword search through the REST API with an API key. Adding and deleting articles happens in the app.
How does the knowledge base search work?
The assistant on the Knowledge page compares the words in your question with the title and text of every article in your workspace, and returns the article with the most words in common. Very short words are ignored. Long articles are shortened in the result, so put the key answer near the top.
Each result is labelled Document search result and shows the article title as its source. If no article matches, the assistant says so and suggests adding the information or asking a more specific question.
The search does not use an AI model. It cannot invent an answer: it only returns text your team has written. If the answer is not in an article, the search will not find it.
How do you set up the knowledge base?
Write your first articles
An owner or admin starts with the questions your team answers most: opening hours, delivery times, returns and how to book. Keep one topic per article.
Use your customers’ words
Put the words customers actually type, such as “refund”, “exchange” or “delivery”, in the title and first sentence, so keyword search finds the article.
Search while you reply
Any teammate types the customer’s question on the Knowledge page and reads the matching article and its title.
Check, adapt and reply
Confirm the article answers the question, put it in your own words, and send the reply from the shared inbox.
What does the knowledge base do today, and what does it not do?
| Feature | Knowledge base today |
|---|---|
| Returns the best-matching article from your workspace | Yes |
| Shows which article the result came from | Yes |
| Available to owners, admins and agents | Yes |
| Writes new answers with AI | Coming soon |
| Reads your inbox conversations | No |
| Sends messages to customers on its own | No |
| Browses the web or other systems | No |
A person reads every result and decides what to send. The knowledge base is a lookup tool, not a chatbot.
How does the knowledge base work with keyword auto-replies?
Keyword auto-replies send a fixed message when an incoming message contains a word you chose, for example “hours” or “price list”. You can switch each rule on or off and see how many times it has run. They are useful for a first reply, but their text goes stale when policies change.
A simple routine keeps them accurate: write the policy as an article first, then copy the relevant sentence into the auto-reply text. When the policy changes, update the article and the auto-reply in the same sitting. Auto-replies only answer messages people send you; they are not a way to send bulk messages or promotions to people who did not ask to hear from you.
How private is your knowledge base content?
Your articles belong to your workspace. Every workspace’s data is kept separate from every other workspace, and access is role-based: owners and admins create and delete articles, while every member can read and search them. Everything travels over HTTPS.
Keyword search runs on your workspace’s stored articles and does not use an AI model, so article text is not sent to an AI provider when teammates search. The assistant does not have access to your inbox conversations, so customer chats are not part of the search unless someone types them into a question. See the privacy policy for how data is handled across the product.
What are some examples of how teams use it?
Illustrative scenarios. Every business and every article set is different.
An online store
For example, a store could write articles on shipping times, returns and size guides, so an agent asked about exchanges replies with the policy wording, not a guess.
A clinic
For example, a clinic could keep articles on appointment preparation, opening hours and payment methods, so the front desk gives the same instructions on WhatsApp as on the phone.
A coaching institute in India
For example, an institute could document batch timings, fee structure and admission steps in Hindi and English, and answer parents’ questions without putting a counsellor on hold.
Frequently asked questions
What is the whatsappx.si knowledge base?
Does the knowledge base assistant use AI?
Does the assistant reply to customers automatically?
Is my article content sent to a third party?
What if the search returns the wrong article?
Can auto-replies or the knowledge base get my WhatsApp number blocked?
Related
Feature
Shared inbox
Answer customer WhatsApp chats as a team: one shared inbox with search, assignment, unread counts and live updates. Connect by QR code or the official API.
Feature
API and webhooks
Send WhatsApp messages, list conversations and contacts, and receive incoming messages by webhook from your shared inbox. Bearer keys, signed webhooks, SSE.
Legal
Privacy Policy
How whatsappx.si collects, uses and protects personal data when you use the website and the shared WhatsApp inbox web app.
Glossary
Opt-in
Opt-in is a person’s permission to receive WhatsApp messages from your business. Meta requires it before you message anyone, and opt-outs must be honored.
Glossary
Linked device
A linked device is a companion (WhatsApp Web, desktop, tablet or another phone) connected to the WhatsApp on your primary phone, usually by scanning a QR code.
Bring your team into one WhatsApp inbox
Create a workspace, connect a number by QR code or the official API, and invite your teammates.