2026-05-30 · Docs
Knowledge Base — custom domain / ticket auto-link / KB-view event / helpful-vote endpoint retracted
- Audit of `knowledge-base/routes.ts` + `kb_articles` schema + public KB surface surfaced 5 over-claims. (1) "Custom-domain ready" public help center — no custom-domain code anywhere. (2) "Ticket deflection — incoming tickets auto-link matching articles" — not built; chatbot RAG does this for the widget submission path only, not for email-arriving tickets. (3) "Operators see which articles a user read before opening a ticket" — no ticket-side KB-reads timeline. (4) Helpful-votes — `helpful_count` column exists on `kb_articles` but there's NO `POST /kb/articles/:id/helpful` endpoint. (5) "KB opens become events in Analytics → audiences → workflows" — view bump is a fire-and-forget column update; no `kb.article_viewed` event is written to the platform `events` table.
- Real shape: articles CRUD with categories + tags + slug + status (draft/published), public SSR'd page at `/help/<org-slug>` with 60s revalidate, view counters auto-incremented on public-fetch, AI chatbot RAG via Postgres ILIKE + top-5 → top-3 → gpt-oss:20b, in-app `kb.search()` SDK on Web 2.16+ + RN 0.18.2+.
- GitBook comparison rewritten honest. 4 new rows specifically mark versioning (❌), custom domain (❌), automatic ticket deflection (❌), article-view event on analytics bus (❌), helpful-vote endpoint (❌). whyStay LEADS with the missing features. Pricing column adds GitBook's published $65/site + $12/user.
- Real wins kept + emphasised: 3 surfaces from one article (public SSR page / AI chatbot RAG / in-app `kb.search()`) — not the 4 the old copy claimed.