Knowledge suggestions

Who suggests, and what

• A team member whose role allows suggesting, with Suggest on an entry or Suggest a change.
• A program connected over MCP, with talemo_propose_knowledge, on behalf of the person who connected it.
• The online admin, only for questions it found no answer to (see How the online admin uses the knowledge).

A suggestion is a new entry, a change to an entry as a whole, or a removal. An optional note says why, and the people who approve see it. The assistant does not suggest: it changes entries itself after the person's confirmation. While a suggestion waits, the online admin keeps answering the old way.

Where the queue is

• Web version: Knowledge → Suggestions. The count also shows in Today. Filters: Waiting, All suggestions, Decided, My suggestions, and who suggested (a person, a program, the online admin).
• App: Waiting for you, the knowledge suggestions line, then a sheet for each suggestion with Approve, Reject and Approve in one go. Text is edited in the web version, and a question without an answer can only be rejected in the app.

A person who can only suggest sees only their own suggestions. Whoever approves sees the whole queue. Over MCP the queue is talemo_list_knowledge_proposals.

Deciding

• Approve puts the change in as a new version of the entry. The history names the one who suggested and the one who approved.
• Change and approve lets the approver edit the text first. The history says "changed and approved".
• Reject leaves the knowledge as it was. A reason is optional and the one who suggested sees it.

The first decision closes the suggestion for everyone. A second person is told it was already decided.

Approve in one go

Frequent answers from three or more chats and entries without numbers can be approved together. The voice, rules, payment and changes are decided one by one. A suggestion that looks like an entry already in the knowledge also goes alone: the queue says "Looks like the entry ..." with a link, and a person decides whether a second one is needed. If a batch contains anything that must go alone, nothing in it is approved.

Repeats and changes in between

• The same suggestion made again while the first waits is not added twice. New chats it came from are added to the first.
• The same text that was rejected is refused unless it is changed or a new chat supports it.
• If the entry changed while the suggestion waited, it cannot be approved as it stands. The queue marks it "entry changed", and the change is made again.

Source chats

A source chat shows by channel and name only to someone who can see it. Other chats are only counted, for example "2 more chats". When a chat is ignored, its suggestions not yet approved are withdrawn. Approved ones stay, without the link to the chat.

Tools and refusals

• talemo_propose_knowledge proposes a change: action is create (a new entry), edit (an entry as a whole) or archive (a removal). Nothing changes until a person with the right approves it in Talemo, and until then the online admin keeps answering the old way. note says why, up to 500 characters.
• A new entry takes kind (article or an answer to a frequent question), topic and the text; an edit and a removal take document_id and the version they start from. A newer version is refused with knowledge.version_conflict and params.version: read the entry again with talemo_get_knowledge.
• Name in conversations every chat the proposal retells (talemo_list_conversations finds them). Ignoring a chat withdraws what was drawn from it.
• The same proposal already waiting is answered with it, and new chats are added to it. The same text rejected before comes back only with a chat it did not have, otherwise it is refused with knowledge.proposal_rejected.
• A new entry close in meaning to a live one comes back with similar: a person decides whether a second one is needed. With dry_run there is no similar, because comparing costs money.
• talemo_list_knowledge_proposals shows the queue, newest first: what each proposal would make of the entry, who proposed it, whether the entry changed since, similar and the decision. A role that keeps only its own sees only its own. A question without an answer comes from the online admin: it has no text, and asked_again counts the clients who asked the same after it was rejected.
• The decision is a person's. A program that approves or rejects is refused with auth.required: the person does it in Talemo.