MoraselA knowledge base that grounds every WhatsApp customer service answer
Approved articles — with a title, a topic, a language, and an approval state — ground what the FAQ assistant answers and what staff are suggested to say, so replies trace back to knowledge a person reviewed.
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What breaks without an approved knowledge base
Without one shared, approved source, agents answer from memory and the FAQ assistant has nothing reliable to answer from. The same question gets different answers depending on who — or what — replies.
- Two agents give a customer two different answers to the same policy question
- The FAQ assistant has no configured facts to answer from, so it can't help with anything
- An outdated answer keeps circulating because no one owns updating it
- An Arabic-speaking customer and an English-speaking customer get answers that don't quite match, because nothing keeps them grounded in the same facts
What the knowledge base holds
One article per approved answer, with the facts a person checked before it went live.
- Title
- The short name staff and the FAQ assistant use to find the article.
- Topic
- The subject the article belongs to, matched against the FAQ assistant's configured topics.
- Language
- The language the article is written in, so an answer is grounded in the customer's own language.
- Approval state
- Draft or approved — an article isn't used until a person approves it.
- Last updated
- When the article's body was last changed, so staff know how current it is.
- Used by
- Whether the article grounds the FAQ assistant's answers, a staff suggestion, or both.
What happens from a written article to a grounded answer
The same review sits between every article and every answer it grounds.
Someone on the team writes an article
A title, a body, a topic, and a language, covering one question the team answers often.
A person reviews and approves it
The article stays in draft, unused, until someone approves it.
The FAQ assistant matches customer questions to approved articles
For its configured topics, it answers from the approved body — nothing unapproved is used.
The same article is suggested to staff on a related ticket
An agent working a matching question sees the approved answer as a suggestion, not a requirement.
An edit updates the article and its last-updated date
The next answer — assistant or staff — is grounded in the current version.
A customer question answered from an approved article
The assistant answers what it can from approved knowledge, and a person picks up the rest.
What the team sees
The same approved articles ground both what the assistant answers and what staff are shown.
- A knowledge base of approved articles — title, topic, language, approval state, and last updated — that a person maintains
- The FAQ assistant matches a customer's question to approved articles for its configured topics
- The same approved article appears as a suggested reply to a staff member working a related ticket
- An article stays out of use until a person approves it, and its approval state is visible on the article
- Articles exist per language, so Arabic and English customers get answers grounded in the same approved facts, worded natively
What this does not do
The knowledge base grounds answers a person has already approved — it does not write or approve articles on its own, and it does not resolve a ticket without a person available to take it over. An unapproved article is never used, by the assistant or by staff.
Ground every answer in knowledge a person approved
Start free and give the FAQ assistant and your staff one approved knowledge base to answer from, in every language your customers use.
WhatsApp knowledge base questions
Does an article go live as soon as it's written?
No — it stays in draft until a person approves it. Neither the FAQ assistant nor a staff suggestion uses an unapproved article.
How does the FAQ assistant use the knowledge base?
It matches a customer's question to an approved article within its configured topics, and answers from that article's body.
Can the knowledge base hold articles in more than one language?
Yes — each article has its own language, so Arabic and English customers get answers grounded in the same approved facts, worded natively.
Do staff have to use the suggested article word for word?
No — an approved article shown to staff on a matching ticket is a suggestion; the agent still writes and sends the reply.
What happens when an article is updated?
Its last-updated date changes, and the next answer — from the assistant or a staff suggestion — is grounded in the current version.
Is the knowledge base charged per article?
No — write as many articles as your team needs. The knowledge base runs on your Morasel subscription — Core $49, Pro $99, Max $199, Enterprise on request, with a 14-day free trial and no card required.