Guided question intake
Use starter forms to collect the details needed for an answer. Set required fields, validation and progress indicators. A topic can use forms, free-text questions or both. Administrators manage fields and topic attachments.
Company answers
in your team's chat.
Use iKB's built-in chat, web widget, Teams, Slack, Chatwoot or API. Collect details with forms. Review agent handovers in configured Chatwoot channels.
How it works
Three steps to get started.
- 01
Collect the details
Let users type a question or complete a configured starter form with the details needed for the topic.
- 02
Let users choose
Users can check sources, review suggested questions and use supported interactive answers. Suggestions are not sent automatically.
- 03
Hand over to a person
Configured Chatwoot / OMNI channels can transfer a conversation to an agent. Review the recorded handover reason and delivery status where available. The AI respects the agent's ownership.
Features & controls
What chat & channels includes.
Human handover in Chatwoot
Transfer configured Chatwoot / OMNI conversations to an agent. Triggers include keywords or AI checks for requests for a person, frustration and repeated problems. The AI respects agent ownership. Supported resolved conversations can return to AI when the customer returns. Handover must be enabled for the channel.
Conversation details and handover records
Authorised Chatwoot / OMNI reviewers can see the originating channel, inbox, assigned person or bot, labels and other details supplied by the provider. Recorded handovers show the reason and whether the conversation was opened for agents and the customer message was delivered. Older conversations may have fewer details. Private mode omits email subjects and handover message text.
Conversation-aware follow-ups
Suggest relevant next questions based on the conversation. Suggestions are prepared for review, not sent automatically. Topic settings and privacy checks control availability.
Interactive answer cards
Opt-in native-chat topics can show sortable tables, progress checklists and labelled figures. Supported overview, comparison and chart cards are read-only. The embedded widget keeps plain answers; shared and administrator views disable card controls.
User-reviewed follow-ups
Select a row, step or figure to prepare a follow-up question. The user reviews it and presses Send before search and answering continue. Analytics cards reuse calculated answer content instead of asking a second model to restate the figures.
Structured interactive tools
Create calculators, data explorers, forms and decision aids from a checked component catalogue. Supported custom experiences can run in an isolated sandbox. Users choose whether to return results to the conversation. Feature switches and a global off switch control availability.
Guided customer support
The Customer Support skill acknowledges the problem and answers from the knowledge base. It guides users through steps and checkpoints, then identifies when help from a person is needed.
Source shortcuts and panel context
Checked navigation buttons open cited sources, conversation files or earlier questions. When enabled, native chat can share limited details about the open source, files panel or interactive tool with the assistant.
Accessible, compact answers
Native chat and the widget include compact mobile layouts. Hover over source labels on desktop or tap them on mobile. Minimise created visuals and restore them from the chat. Images use compact tiles or galleries. Charts, diagrams, maps, timelines and equations include zoom and download controls.
Features depend on the installed version, topic permissions, platform settings, supported models and deployment. Test the workflow with your own sources before rollout.
Support conversation review
Know when a person took over.
Can we see why a conversation was handed to an agent?
In configured Chatwoot / OMNI channels, recorded handovers show the reason, whether the conversation was opened for agents and whether the customer notice was delivered. This helps distinguish a handover from a missing AI response. Older records may lack these details. Access remains restricted to authorised reviewers.
Which support conversation details can reviewers see?
When supplied by Chatwoot / OMNI, details can include channel, inbox, labels, language, assigned person or bot, team, priority and service-level status. Availability depends on the provider and permissions. An authorised refresh can fetch available details for an older conversation. Private mode omits email subjects and handover message text.
Test iKB on your team's questions.
Bring sample sources and clear requirements. Review the answers and controls before rollout.