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Macros + Knowledge Base

Macros

Canned replies scoped to a team or global. Inside a ticket topic:

/macro list
/macro save <name>          # body = replied-to message
/macro save <name> <body>   # inline
/macro use <name>
/macro show <name>
/macro del <name>

Macros support {user_name} / {user_id} / {ticket_id} placeholders. Every use bumps usage_count and publishes a MacroUsed event.

Knowledge Base

Admin-curated articles with full-text search backed by MongoDB's text index (title weight 10, body 3, tags 5).

/kb list [lang]
/kb show <slug>
/kb add <slug> | <title> | <body>
/kb edit <slug> body: <text>   # or title: / tags: / lang:
/kb del <slug>
/kb search <query>

Pre-ticket KB gate

With FEATURE_KB_GATE=true, a user's first message in a ticket conversation is matched against the KB. Up to 3 articles appear as inline buttons with an escape hatch:

  • Click an article → view the body, click ✅ or 🙋 I still need help.
  • /humanplease — bypass the gate for the next message.