One source of truth, four consumers.

What counts as knowledge

• Articles — written in the dashboard, with groups, translations, and publish states. Also serve the help center and widget search.
• Site scan — point HAL at your existing docs/FAQ URL and it crawls and indexes pages for you. Domain limits scale with plan.
• File import — drop in documents you already maintain.

What it powers

• Agent reply drafts — every suggestion lists the articles it was drafted from, and agents can send one to the visitor in a click.
• Visitor deflection — before a human takes over, the AI answers from the knowledge base with a confidence threshold you control.
• Confidence scoring — answers grounded in articles score higher; unsupported guesses get flagged for a human instead of sent.

What to include first

1. Your ten most-asked questions — pull them from inbox history.
2. Pricing, limits, and policy pages — the highest-stakes answers; the AI marks these topics for human review even when grounded.
3. Onboarding steps — the questions every new customer asks in week one.
4. Known issues and workarounds — deflect the repeat tickets while you fix the bug.

Keep it honest

Stale knowledge is worse than none — it's confidently wrong. When an article-based answer gets edited by an agent, that's a signal: update the source. The knowledge base page shows sources with scan dates; anything older than your last product change deserves a review.

API surfaces

POST /api/account/knowledge-base/scan    # start a website scan
POST /api/account/knowledge-base/import  # import a file
DELETE /api/account/knowledge-base/source/{name}
GET  /api/helpdesk/{accountId}/articles  # public, powers help center