Test public search
Open your published help center and search the words customers use. Check that the correct public articles appear and that their answers are current. A draft or internal article should not be treated as a published public search result.
Review suggestions
Go to https://app.message.com/knowledge/suggestions. Review proposed questions and answers from support conversations, edit them as needed and accept useful knowledge. Reject duplicates, private customer information and answers that should not become general policy.
Measure gaps
Use https://app.message.com/knowledge/coverage and https://app.message.com/knowledge/analytics for the available knowledge reports. A search or article click does not automatically prove that a customer’s problem was resolved.
Keep going
Put the next step into practice, or ask us about your setup.