Articles your team writes once. Answers your customers find themselves.
Echo's knowledge base powers both customer self-service and agent reply suggestions. Articles you write once get suggested automatically in tickets, surfaced to customers in the portal, and refined by Echo as content gaps emerge.
What's in the Knowledge Base module
Every capability shipped with Echo. Configure to your business, extend with custom fields, automate with Pulsar.
Rich-text editor with embedded images, video, code snippets, and step-by-step procedures. Version-controlled per article with diff view.
Branded self-service portal where customers search articles, browse categories, and escalate to a ticket only when they can't find an answer.
Echo suggests relevant articles inline while agents draft replies. One-click insert with attribution and link tracking.
When tickets repeat on topics not covered by existing articles, Echo flags the gap and suggests articles to write — with draft outlines.
Manage translations per article. Customers see content in their preferred language, falling back to default if not translated.
View, search, and helpfulness stats per article. Identify what's missing, outdated, or in need of rewrite from real usage data.
KB that writes itself from the gaps
See which articles deflect tickets, which need updates, and which topics Echo says you should write next based on repeat ticket patterns.
How it flows end-to-end
Real examples of how Knowledge Base fits into your day — connecting with the rest of FLAIRE Orbit so nothing falls between systems.
New ticket created → Echo searches KB → suggests 3 relevant articles for agent to insert or send
Ticket resolved without article reference → flag for KB gap → suggest new article with draft outline
Article updated → notify subscribed agents and trigger customer-facing changelog post automatically
Connected to the rest of FLAIRE
Knowledge Base doesn't sit alone. Every event flows to and from the other modules.
Vega blog posts and docs can be cross-referenced as KB sources with sync
Pulsar can publish KB articles automatically from approved Vega drafts
Nova ticket history identifies which accounts engage with which articles for trend analysis
More of Echo to explore
See every module Echo ships with — pipelines, contacts, quotes, and more — connected by FLAIRE Orbit.
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