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AurionAI

Knowledge base settings

5 min readBy Emmanuel Yazbeck

The KB Settings page controls how AurionAI searches your knowledge base. You set the language of your articles, turn query translation on or off, and keep a list of the products that your articles describe.

Availability: all profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role. Other users see Access Denied.
  • To use a knowledge base in your ITSM or customer service tool, that tool is connected first. Read Connect your ITSM and CS tools.

Where your knowledge base comes from

AurionAI does not choose the knowledge base on this page. The source depends on the tools that you connected:

  • When you connect an ITSM tool, such as Freshservice, HaloITSM, ServiceNow or Jira Service Management, AurionAI searches the knowledge base of that tool.
  • When AurionAI is your ITSM provider, or when you connect a customer service tool, you can also write articles in the AurionAI knowledge base. Writing articles needs the Helpdesk or the AI Voice + Helpdesk profile. Read Write and publish articles.

When both an ITSM tool and a customer service tool are connected, the page shows two tabs: IT Support and Helpdesk. Each tab has its own settings and its own product list.

Open the page

  1. In the sidebar, select Configuration.
  2. Open the Knowledge category.
  3. Select KB Settings.

The KB Settings page with the Knowledge Base Settings card.

Set the article language and search

In the Knowledge Base Settings card:

  1. If the page shows two tabs, select IT Support or Helpdesk.
  2. In KB Article Language, select the language in which your articles are written. You can choose English, French, Dutch or German.
  3. Turn Enable Query Translation on or off. When it is on, AurionAI translates the question of a caller or a customer into the article language before it searches.
  4. Select Save Settings.

The button is active only after you change a setting.

Keep the product list

AurionAI uses the Known Products list to filter knowledge base searches by product.

To add a product yourself:

  1. In the Known Products card, select Add Product.
  2. Enter the Product Name.
  3. Optional: in Aliases (comma-separated), enter other names that people use for the product, separated by commas.
  4. Leave Active on, or turn it off to keep the product without using it.
  5. Select Add.

To find products in your articles:

  1. Select Scan KB. AurionAI reads up to 100 articles and proposes product names.
  2. In the KB Product Discovery window, clear the products that you do not want. All proposals are selected at first.
  3. Select the button that approves the selected products.

To change or remove a product, use the edit and delete buttons in the Actions column.

Turn the Help Center on or off

With the Helpdesk or the AI Voice + Helpdesk profile, the page has a Help Center card. It shows on both tabs, because your organization has one Help Center.

  1. In the Help Center card, turn Public Help Center on or off. The change is saved at once. It does not use the Save Settings button.
  2. When you turn it off, confirm in the window that opens.

Your Help Center is on by default. When it is off:

  • Every visitor of the Help Center site sees a "not found" page, signed in or not. This includes the articles, the sign-in page and the request forms on the site.
  • The public content of the Help Center (articles, collections, branding) answers "not found" too. Only the site's basic settings and its list of sites allowed to embed it still answer; they hold no content.
  • The Help Center forms stop accepting requests, also the forms that you embedded on your website.
  • The chat widget and the emails to requesters no longer link to the Help Center.
  • Your articles stay in the knowledge base.

A change can take a few minutes to reach every visitor.

Other cards on this page

  • Approval Workflow: with the Helpdesk or the AI Voice + Helpdesk profile, this card explains that approval rules are set per collection. Configure in Collections opens the Knowledge Base page. Read Write and publish articles.
  • Ticket Form: the page also shows the settings of the ticket form on your Help Center, whichever tools are connected. You build the fields of this form on the Forms page. Read Forms (Help Center and embeds).
  • Configuration Inheritance: a panel at the top shows which settings come from your template and which ones you changed. You can reset a changed setting to its default there.

The Help Center: visibility, languages and address

These Help Center settings are not on this page:

  • Who can read articles. Each collection of the AurionAI knowledge base has a visibility: Public, Logged-in only or Agents only. Read Write and publish articles.
  • Languages and address. The published languages, the default language, the Help Center address and your own domain are on the Portal Branding page. Read Brand your Help Center.

Result

The saved settings show on the page after you reload it. The voice agent reads the knowledge base settings when a call starts, so a change applies to calls that start after you save. Calls in progress keep the old settings. In rare cases a new call can still use the old settings for up to one minute after you save.

If something goes wrong

  • Failed to load KB settings. Please try again. Reload the page. If the error continues, contact AurionAI support.
  • Save Settings stays inactive. Change at least one setting first.
  • The IT Support and Helpdesk tabs are missing. They show only when both an ITSM tool and a customer service tool are connected.
  • Failed to scan KB articles. Please try again. Check that your knowledge base tool is still connected, then scan again.
  • No new products discovered. The scan found no product that is not already in your list.

Still stuck? Submit a request or .