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Overview
The knowledge base holds what Overdesk drafts from and what your team can search. It brings together your documentation, the answers your team has already given, and any internal writing you choose to connect, so a draft answers from what your company actually says rather than from guesswork.
What a draft reads
For each conversation, Overdesk searches the knowledge base for what the customer is asking and writes the reply from what it finds. Open any draft from the Agent drafts page and the What this answer is based on card lists what it used, in three kinds:
| Kind | Where it comes from |
|---|---|
| Help article | Your documentation sites, help center articles, Notion pages and Google Docs, plus the issues you sync from GitHub, Linear and Jira and your GitHub releases |
| Past conversation | Closed conversations from your help desk |
| Saved reply | Saved replies and macros from your help desk |
Where each source is set up
| Source | Where to set it up |
|---|---|
| Past conversations and saved replies | Arrive with your help desk connection |
| Documentation sites | Settings → Knowledge base |
| Help center articles | Arrive with Zendesk and Intercom; Help Scout needs a Docs API key on Integrations |
| Notion | Integrations |
| Google Docs | Integrations |
| GitHub, Linear and Jira | Integrations |
| WordPress.org forums | Settings → Knowledge base |
An admin sets up each source. Everyone on your team can see what is stored on the Knowledge base page, described in Browsing the knowledge base.
Start with your documentation
Drafting stays paused until at least one documentation site is saved in Settings → Knowledge base. Overdesk checks that an address is set, not that the site has been read, so drafts can begin while indexing is still under way, and they get sharper as it finishes. Follow-up nudges don't read the knowledge base, so they start as soon as your Anthropic API key is saved. Point Overdesk at your docs walks through the first setup.
How it stays current
Each source syncs on its own nightly schedule. You can see every schedule, re-time it or pause it on the Schedules page (Schedules), and each sync shows up on the Runs page (Runs) with its outcome. Admins can also start a sync by hand, from the Knowledge base page or from an integration's page under Integrations.
Plan limits
The sources you choose on a connect form count toward your plan. Each GitHub repository, Linear team and Jira project is a source of its own, while a Notion workspace or a Google Docs connection is a single source however much it holds. Assist includes 3 and Pro includes 10. Scale and the trial have no limit.
Your help desk's conversations, saved replies and help center articles never count, and neither do documentation sites or WordPress.org forums. If a plan change leaves you over the limit, everything you connected keeps syncing; adding another source then needs a larger plan, or removing one first. See Plans and pricing.
What Overdesk never does with your sources
Overdesk reads from your sources and changes nothing in them. It never edits a page, a document or an existing issue. The one thing it can write to GitHub, Linear or Jira is a new issue opened from a conversation, and a person confirms each one. See Issue tracking.