Insights
Open Insights on the Knowledge base page. For the last 7, 30 or 90 days it shows:
- Searches on your help center and in the help widget.
- Found nothing: the share of searches with no result, and the exact searches, most asked first. Click Write an article to start one from a search.
- Opened an article: of the searches that had results, how many led to an article.
- Then wrote to you: how many searches were followed by a message to your team.
- Searches with results nobody opened: asked at least three times. The titles may not match how readers phrase it.
- Helpful votes, AI answers and how many article views did not end in a message.
Every share is shown with the number it was divided by, for example "50% (2 of 4)". When there is nothing to divide, it says "n/a" instead of a made-up zero.
What these numbers do and do not mean
They describe what readers did. A reader who read an article and did not write to you is counted as such, but that does not prove the article prevented a message: they may have given up, or asked elsewhere. Use the numbers to decide what to write or fix, not to claim tickets saved.
Privacy
Searches are stored with email addresses, long numbers and link parameters removed. No network address or browser details are kept. Search records and AI answers are deleted after 180 days.
AI answers
Turn on AI answers under Customize, AI answers. Readers then see an Ask a question box on the help center and in the help widget.
- The answer is written from your articles only, and only from the ones that reader may open. A customer-only article is never used for an anonymous reader and is never cited to them.
- Every answer names its sources as numbered links. An answer that cites no article is not shown.
- If no article covers the question, the reader gets the search results and your contact form instead. No AI is used and nothing is charged in that case.
- Readers can say whether an answer helped.
- Answers are written in the background. On plans without AI included, each answer that is generated uses one AI credit, and the credit comes back when no usable answer results. A daily limit protects your credits.
Agents and the API
get_knowledge_insights, list_knowledge_search_gaps, ask_knowledge_question and get_knowledge_answer give agents the same figures and let them test what a reader would get.