Knowledge base
Your support playbook, answering inside the ticket.
The answer to most tickets is already written down somewhere, and the agent who needs it rarely knows where. Import your support documentation once. Parly reads it against every ticket, alongside the tickets your team already solved, and hands the agent the steps, with the sources, and a reply ready for the customer.
The stock is most likely in a bin the allocator skips, or in another warehouse than the order asks for.
- 1Open Inventory›Garden chair›Items and check the bin column.
- 2Stock in a
receivingbin is skipped: move it to a picking bin with Inventory›Move. - 3Compare the order’s warehouse with the warehouse the stock is in.
Not in the docs
Orders split across two warehouses are not covered.
How it works
Write it down once. Use it on every ticket.
Import what you already have
Upload your playbook, how-tos or product manual as HTML, Markdown or plain text. Every main heading becomes an article, grouped into sections, with steps, menu paths and callouts kept intact.
Switch it on for a help desk
Pick the helpdesk mailboxes that should use it, and which knowledge bases each one reads. A support desk and an IT desk can each keep their own.
Find the answer from the ticket
In AI assist, Find answer reads your docs and the mailbox's solved tickets against the conversation, and lists what to check, in order, with links to where it came from.
Hi Marta,
Thanks for flagging this. Your garden chairs are in stock, they were just still being booked in when your order arrived.
Here is what happens next:
- We move the chairs to the picking area today.
- Your order is released for packing this afternoon.
- You receive the tracking link by email once it ships.
Sorry for the wait, and thanks for your patience.
Draft inserted. Review before sending.
Based on Stock won’t allocate, #3907 Backordered with stock on hand
Drafts for the customer
Your internal playbook, in words the customer can use.
Draft a reply from the same answer and Parly writes it as an email: a greeting, short paragraphs, the steps as a numbered list. Admin screens, escalation notes and other customers’ details stay out. The draft lands in the reply box for the agent to read, edit and send.
Onboarding
New customer setup
Adding a carrier
Troubleshooting
Stock won't allocate
Label won't print
Stuck orders
Reference
Bin types
Error messages
Knowledge › Support playbook › Troubleshooting
Stock won’t allocate
There is stock, but the order stays backordered. Work through these in order.
- 1
Check the bin type
Inventory›Items
- 2
Move it to a picking bin
Inventory›Move
- 3
Match the warehouse
Once used, a bin type is locked
Ask engineering for a data fix.
The knowledge base
A small website for your team, built from your docs.
Every article sits in a menu grouped by section, with search one key away. Steps read as a timeline, menu paths as chips, warnings stand out and status tables carry their colours. When you edit the source, re-import it and everything updates, for the team and for AI assist.
What it adds
The answer your best agent would give, for every agent.
Answers from your own docs
AI assist answers only from what you wrote. When the docs do not cover it, it says so and names the closest article, instead of guessing.
And from tickets you already solved
Closed tickets in the same mailbox that look like this one are a second source, cited by number. Other customers' names and order numbers are never repeated.
Steps for the agent, a reply for the customer
The agent gets a diagnosis and numbered steps, internal screens included. The draft for the customer leaves internal procedure out and says what they need to hear.
A knowledge base the team can browse
Under Knowledge, every article in a grouped menu, full-text search on the / key, and previous and next links. Nobody needs a separate wiki.
Structure that survives the import
Numbered steps, menu paths, warnings, status tables and error-message cards come through as they were written, for people and for AI assist.
Templates and a writing guide
Start from a Markdown or HTML template, and read the built-in guide on writing articles that work. Re-import after an edit and every mailbox keeps using it.
Who it is for
Teams whose product takes some explaining. A warehouse with its own bin logic, a software platform with integrations, a service with a dozen ways an order can get stuck. The knowledge exists, usually in one senior person’s head or a document nobody opens mid-ticket.
The knowledge base puts it where the work happens. A new agent answers like someone who has been there for years, and the senior person gets fewer “quick questions”. Every time Find answer says a topic is not covered, you know which article to write next.
Questions
- Which files can I import?
- HTML, Markdown and plain text, up to 5 MB per file. A document with headings imports well as it is; written like our template, it also gets step timelines, menu-path chips, callouts and status chips.
- Do I need helpdesk mode?
- Yes. The knowledge base is switched on per helpdesk mailbox, so it builds on helpdesk mode. Switching helpdesk mode off switches the knowledge base off with it.
- Can my documentation be internal?
- Yes, write it for your team. Find answer shows agents the internal steps; drafts for the customer turn them into what the customer should do, or what you will do for them. Keep passwords and personal data out, as everyone on your team can read it.
- Which old tickets does it look at?
- Closed tickets in the same mailbox that the team answered. They are shown as sources next to the articles, so an agent can open the original and check.
- What does it cost?
- €30 per month per mailbox it is switched on for, on top of helpdesk mode. Billed from the day you switch it on, prorated, and switching it off ends it at the next renewal. AI assist itself is included in every plan while it is in preview; when we start metering AI usage it will be its own line, for every plan. Prices exclude VAT.
- Does it work during the free month?
- Importing and browsing work straight away. Find answer and AI drafts start when your paid plan begins.
Stop answering the same question from memory.
Connect your support mailbox, switch on helpdesk mode, and add the knowledge base for €30 a month on top.