Knowledge base: share documents and write your own articles

The knowledge base holds the documents the AI assistants in Univents answer from. What is new: you decide per document who may ask questions about it — your team only, your crew in the staff portal, every customer with a portal link, or anyone on your booking pages. And you can write texts directly in Univents instead of creating a file first.

You find it under Master data → Knowledge base.

The video shows how to upload and share documents, set up the chat for staff and customers and write or dictate your own articles.

Play video3:02

You’ll find the individual steps written out below as well.

Who may ask? The four sharing settings

Every file and every article carries a sharing setting. It does not control who can see or download the document — it controls which document the AI assistant may quote from for which group.

The three outward settings are independent: a document can be shared with the crew but not with customers — or with all three groups, or with none of them.

After this update your entire stock is set to team only. Nothing leaves your team until you share a document explicitly.

Who may share

Uploading, creating an internal article, editing, and deleting stays open to every back-office member, as before. Setting an outward sharing option and editing an already shared article require the right to edit settings. Withdrawing a sharing option is never blocked — you can always get back out.

The first time you tick ‘Every customer with a portal link’, Univents asks you to confirm. The reason: customer sharing is not limited to a single event. Do not share quotes, names, or contact details there.

Website (public) comes with the same confirmation and a sharper warning: ‘Any visitor to your website can then ask the AI chat about this document.’ Here there is not even a link you would have to pass on — the answer is open to anyone who opens one of your booking pages with the AI chat design. It is off by default.

Upload a file with a sharing option

1. Open Master data → Knowledge base.
2. Above the upload area, tick the boxes under Sharing for this file — both start out off.
3. Pick the file (PDF, DOCX, XLSX, TXT, MD, or CSV).
4. Wait until the status changes from Preparing to Ready. Only then can the assistant answer from it.

The boxes reset after the upload so the next file does not inherit the same sharing by accident.

Change a sharing option later

Every row in the list has a menu with Change sharing, Edit (articles only), Move to …, and Delete.

Change sharing opens a dialog with the same boxes. Saving takes effect immediately — the document does not have to be analysed again, because sharing is applied at search time. A short confirmation then tells you what actually applies now, for example ‘Your crew can now ask about this’ or ‘Shared, but the AI assistant in the staff portal is off’.

Write your own articles

Not every piece of knowledge exists as a file. Write article creates a text directly in Univents.

1. Click Write article at the top.
2. Choose Start empty or a starter template — for the crew ‘Dress code and meeting point’ or ‘How the shift runs’, for customers ‘Directions and parking’ or ‘Schedule and services’. Templates contain placeholders in square brackets for you to replace; they do not preset any sharing.
3. Write the text. The editor handles headings, lists, tables, bold, and italic.
4. Click Save article. From then on the editor saves every 30 seconds by itself.

An article holds between 20 and 50,000 characters. From 45,000 characters the editor shows a counter. If you leave an article that has never been saved, the browser asks first — the very first save deliberately happens only via the button.

The status chip

If an article is shared outward and you lack the right to edit settings, the editor is read-only and says so at the top of the page.

Keep things tidy with folders

As your collection grows, sort files and articles into folders — for example “Kitchen”, “Service” or “Technical”, with subfolders such as “Recipes” or “Allergens” inside.

• Folder bar: On a computer you see all folders as a tree on the left, with All documents and No folder at the top. The number next to each folder counts the files and articles directly inside it. On a phone you pick the folder above the list.
• Create a folder: Click New folder above the list. If a folder is open, you create a subfolder there. Up to 5 levels are possible; each name may appear only once per level.
• Rename, move, delete: Use the menu next to a folder (in the folder bar or next to the path at the top). A folder cannot be moved into itself or one of its subfolders.
• File a document: In a row’s menu choose Move to … and click the target folder. Anything you upload or write while a folder is open lands in that folder.
• Delete a folder: You confirm every deletion. The files and articles inside are not deleted — they move to the parent folder (or to “No folder”). If there are still subfolders inside, move or delete them first.

The open folder is part of the address — you can bookmark it or send the link to a colleague.

Important: Folders only organise your files. They do not change who may ask the AI assistant about a document — that is still set per document with the sharing option. Moving a document does not re-analyse it either; it stays available right away, unchanged.

Channels, monthly cap, and the emergency stop

Below the list sits the card AI assistant in the portals. It steers both portals separately — and below them, in the Website chat section, the AI chat on your booking pages.

Above it sits the portal status: one line per channel telling you whether the assistant is live, how many documents are shared, and — if it is not running — what is holding it up. Below that you see this month’s question count; the website chat shows its spend right at its own setting.

How the chat on the booking page works, what it never does there, and how a visitor falls back to the form is covered in AI chat on the booking page.

The switch is the emergency stop. To stop a channel right away, turn it off in this card. It takes effect instantly for everyone currently in the portal, and you do not have to touch a single sharing option. Anyone asking then reads ‘The AI assistant is currently unavailable’ and gets a way to reach you — not a blank page. The website chat brakes the same way: on the next message the booking page switches to the inquiry form by itself, with the details the visitor has already given.

What the questions cost

Portal questions run on the same AI credit as the back-office chat. A typical question costs a few cents. The monthly cap counts exactly what the billing tab shows.

So the portals can never drain your back office, a reserve applies: if AI credit drops below 5 €, both portal channels and the website chat pause automatically. The chat for your team keeps running. After a top-up the portals resume by themselves.

Greetings, thank-yous, and questions with no match in the documents cost nothing.

Test before anyone asks

The channel card holds the buttons Test as crew and Test as customer. They open the same chat the respective group sees, with the same documents and the same rules. That way you check a fresh sharing option yourself before the first real question arrives.

There is no test button for the website chat: simply open one of your booking pages with the AI chat design and ask a question or two there — you see exactly what a visitor sees.

Frequently asked questions

Do crew or customers see the file itself? No. They get answers that name the title of the document as the source. The file can be neither opened nor downloaded.

Can the assistant quote from the whole document? Yes. Sharing always covers the complete document, not individual sections. Anything that must not go outward belongs in a separate document.

Are the questions stored? No. Conversations in the portals are not stored. For billing and the limits, Univents only counts that a question was asked — never what it said.

What happens if I withdraw a sharing option? It applies immediately. The next question gets no answer from that document any more.