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Knowledge base

Add answers and documents, let Autopilot read long documents into answers, approve what customers may get, and download the whole knowledge base as a PDF.

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The knowledge base holds the approved answers Mailnitio Autopilot uses to reply on email and WhatsApp. Autopilot only ever uses approved answers. Drafts and archived answers are never used.

Find it in Settings then Knowledge base. Owners, admins and supervisors can edit it; everyone else can read it.

Answers

Each answer covers one topic. On the Answers tab, select Add answer and fill in:

  • Topic: a short name, for example "New card fee".
  • Question variants: the ways customers ask this, such as "How much is a new card?". They help Autopilot find the answer.
  • Answer: the text customers should get.
  • Category (optional): helps you filter answers.
  • Status: Approved, Draft or Archived.

Search and filter the list by status, category and source document. Select drafts and choose Approve to approve several at once.

Deleting an answer stops Autopilot using it straight away. To keep it for later, archive it instead.

Add a document

Most teams already have their knowledge as long text: policies, product sheets and FAQs. Add it as a document and Autopilot finds the answers in it.

  1. On the Documents tab, select Add document.
  2. Enter a Title, for example "Card fees and limits 2026".
  3. Under How to add it, choose Paste text and paste at least a few sentences.
  4. Select Add document.

You can also save a Web address, but fetching pages is not available yet. Mailnitio keeps the address so you can paste the text later.

Read with Autopilot

Open a document and select Read with Autopilot. Autopilot breaks the text into answers, each with a topic, question variants and the answer itself. A long document can take a few minutes; you can leave the page while it reads.

The document page has three tabs:

  • Text: the document as you added it.
  • Answers Autopilot found: the answers it extracted, all as drafts.
  • Details: the reading status and anything Autopilot skipped.

Before an answer is kept, Mailnitio checks it against the document: answers that do not quote the text, or are too short or too long, are skipped and listed under Details.

If you change the document, select Read again. A new reading replaces the answers Autopilot wrote, but keeps any answer a person has edited. An approved answer that nobody edited is replaced by a new draft, so it must be approved again before Autopilot uses it. If a reading fails, the previous answers stay.

Approve answers

Nothing Autopilot extracts reaches a customer until a person approves it. Review each draft on Answers Autopilot found, edit it if needed, then approve it, or select Approve all.

Approved answers are used wherever a category's Autopilot answer is set to Suggest to agent or Send automatically. See Autopilot replies.

Download the knowledge base as a PDF

  1. In Settings then Knowledge base, select View full knowledge base. Every answer is on one page, grouped by category.
  2. Choose Approved answers (what Autopilot uses) or Approved and draft answers.
  3. Select Download, then PDF (.pdf) to read, print or share it.

The same menu offers Markdown (.md) and JSON (.json), for other tools.

Still stuck? Contact us and tell us what you are trying to do. We reply within one working day.