Drafts the article you are missing
When a question repeats and the documentation does not cover it, Intake drafts a proposal from what support already answered. You review and publish.
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How it works
From gap to draft, without sitting down to write
When a question repeats and no article covers it, Intake gathers what support already answered and drafts a proposal. It stays a draft until someone approves it.
Connect your tools
The agent reads from and updates the tools you already use, with no add-ons or extra charges.
See all integrationsFrequently asked questions
Does anything get published without us seeing it?
Never. Everything arrives as a draft and stays there until someone on your team approves it.
Where does the content come from?
From your own support replies and the documentation you already have. It does not invent the procedure.
Does it help update old articles?
Yes. If an article exists but no longer matches what is being answered, it shows up as a suggested change.
How many times does a question have to repeat?
Two conversations are enough for it to show up. Ranking also counts how many arrive per week, so what is happening now weighs more than what happened a month ago.
What if the missing piece is not an article?
Sometimes the agent had the information but not the customer’s data. Then the proposal is to connect an action, taking the ones you already have into account, or to fix the one that is failing.
How do I see what changes in an article?
The proposal shows the before and after against the article that fell short. Once applied, the conversations behind it are marked as fixed by that change.
