Can this be our public FAQ and AI knowledge source?

Yes. The knowledge workflow supports public help content and approved information used by Message AI. Visibility and publication settings determine what customers can browse and what becomes usable knowledge.

Do I need a website first?

No. The onboarding interview can build initial draft knowledge from answers about your business. Review and improve those drafts before publishing.

Can I use our own domain?

A supported custom domain can point to the hosted help center after DNS configuration and verification. Use the setup instructions for the chosen hostname rather than assuming every apex-domain configuration works.

Does AI publish everything it learns?

No. Suggestions and generated content go through review. Your business controls what becomes published, reusable knowledge.

How much does the knowledge base cost?

The knowledge base is included in the platform’s product setup. AI, connected services and other product features follow the plan and pricing shown in the workspace.

MESSAGE KNOWLEDGE BASE

One source of truth.For people and AI.

Turn what your business knows into help customers can find, answers agents can trust and knowledge Message AI can use. Create, review and publish from one place.

Build your knowledge Explore Knowledge Base

Build your knowledge and choose where it is published. AI and connected-source availability follow your workspace plan.

Knowledge baseMessage.com workspace

Published answers, ready for your customers.

Public help contentInternal AI knowledgeReview before publishing

01 / Create the knowledge

Start with what you already know.

Your best answers may be on the website, in a document or inside an agent’s last helpful reply. Bring them into a maintained knowledge workflow.

Generate drafts from your website

Scan supported public pages and use their content to create a first set of articles. Review policies, prices, dates and product details before approving the drafts.

Build it through an interview

If you do not have a website, the onboarding interview asks about your business and follows up based on your answers. Start with short responses, then refine the generated content.

Add approved connected sources

Supported document, spreadsheet and store connectors can supply knowledge. Choose the sources or ranges, inspect the preview and approve what belongs to your business.

02 / Publish & organize

A help center customers can actually use.

Make the everyday questions easy to find. Keep your public help content and internal guidance organized without making everything public by default.

Give articles a useful home

Use collections and clear titles to group questions by the customer’s goal. Delivery, returns and getting started make better entry points than your internal department codes.

Control what goes live

Draft, published and archived states make the article lifecycle explicit. Review changes before publication and keep restricted material out of public content.

Make it belong to your brand

Configure your help-center identity, logo and theme. Use the provided hosted address or set up a supported custom domain and complete its DNS verification.

See how AI uses your knowledge

03 / Keep improving

The next question makes the knowledge better.

A knowledge base should evolve with the business. Review what customers ask and use real support answers to fill useful gaps.

Review conversation suggestions

Completed support conversations can suggest reusable questions and answers. Decide whether an answer represents company policy, edit it and approve it before reuse.

Find gaps in coverage

Use available coverage and unanswered-question workflows to identify missing material. Improve the article or source behind the answer instead of patching the same response repeatedly.

Keep the facts current

Revisit articles when products, hours or policies change. Source and publication information help reviewers understand where an answer came from and whether it still belongs in the knowledge base.

THE EVERYDAY DETAILS

Write once. Keep it useful.

The content lifecycle matters as much as the first draft.

Article search

Find content by title and text. Agents can get to the relevant answer without scrolling through a long folder of documents.

Collections

Group related content so customers and editors can navigate the business’s knowledge. Keep common questions close to the relevant policy or product.

Source labels

See whether an article was written by a person or generated with AI. Reviewers can give generated drafts the attention they need before publishing.

Draft review

Keep unfinished or suggested answers separate from approved content. A generated article is a starting point for review, not an automatic business promise.

Visibility controls

Choose what belongs in public help and what is only appropriate internally. Knowledge access must follow the intended audience and permissions.

Connected AI answers

Published and approved knowledge can ground Message AI across supported conversations. Update the source when the business changes so your team and AI work from consistent information.

MAKE IT YOURS

From scattered answers to useful help.

Collect the essentials

Start with the website or interview, then add your most common policies and customer questions. Bring in supported sources as needed.

Review and organize

Check accuracy, remove private details, choose visibility and place each article in a useful collection. Review AI-generated drafts before publication.

Publish and test

Open the customer-facing help center and ask Message AI representative questions. Improve missing or unclear content and repeat the checks as your business changes.

Better together.

Message AI

Give your team an assistant that knows your business.

Live Chat

Help customers while they browse.

Tickets & Email

Give each request a clear owner and next step.

BEFORE YOU START

A few useful answers.

Give every answer
a reliable starting point.