---
title: How the online admin uses the knowledge
summary: The online admin answers clients from the voice and from the entries closest to what the client wrote. What it does not find, it does not invent: it says it will find out, and the chat goes to people.
tools: [talemo_find_knowledge, talemo_get_knowledge, talemo_list_knowledge_proposals]
related: [knowledge-entry, suggestions, knowledge-search, versions-and-removed]
search: [bot answers from FAQ, no made-up answers]
---

# How the online admin uses the knowledge

The online admin is the agent that answers clients in the business's chats by
itself. It sees only live entries. A removed entry and a suggestion that still
waits are unknown to it.

## What it reads

- The voice and the list of entries, on every turn.
- The few entries closest in meaning to the client's latest messages, found before
  it writes the answer. It can look further with the search (see
  [Searching the knowledge](knowledge-search.md)).
- Each entry comes with the branches it is about, so in a business with several
  branches it names the right one.

Prices, durations and schedules are not taken from entries. The online admin
reads them from the price list and the schedules.

## When there is no answer

The online admin does not invent one. It tells the client it will find out, and
it passes the chat to the team with the reason "doesn't know the answer". The
chat appears as a card to reply to: in **Today** in the web version and in
**Waiting for you** in the app. The online admin keeps
answering the client's other messages.

The question also goes to the knowledge suggestions as **Question without an
answer**, with the ways clients asked it. A person sees these wordings only from
chats they can see. Otherwise the line says "Question without an answer from a
chat you can't see". When other clients ask the same thing, their questions join
the same one: "Answer once, and the answer covers them all".

## Answering the question

In the web version **Write the answer** opens an entry with those wordings, and
the person who approves it is its author. The app cannot write the answer. There
a question without an answer can only be rejected.

Once the answer is approved, the online admin answers the waiting chats by
itself and the card says "The online admin answered by the new knowledge". This
works only while the messenger's reply window of that chat is open. If the window
has closed, the card stays and a person answers from the channel's own app. In a
chat set to **Only drafts**, the online admin prepares a draft and a person sends it.

## Rejecting

**Reject** leaves the knowledge as it was. If the business does not do what the
client asks about, the suggested way is to write the answer "no", and the online
admin will say so. A rejected question comes back only when new clients keep
asking, with "Asked about N more times since you rejected it".

## Remembering a reply

When a person changes a draft of the online admin and sends it, the screen asks
"Remember this reply for everyone?". **Remember** sends it as a suggestion for a
new answer. Its title is the first line of the person's reply, and the client's
words are not copied into it. It needs the right to suggest.