I am very new to the topic of AI agents and still have to learn about it. My question is: does the knowledge base also serve as an assistant to the live chat (WhatsApp) or only for the AI agents for automated replies?\u000aI want to use bots/agents on the long run but in the beginning I want to answer manually, but need the knowledge base as a source for the replies since I dont have all the answers on my mind. Is that possible with Charla? The whole scenario is thought for WhatsApp chat.

Knowledge base as assistant to live chat (Whatsapp) | Charla

Oct 13, 2025

Q: Knowledge base as assistant to live chat (Whatsapp)

I am very new to the topic of AI agents and still have to learn about it. My question is: does the knowledge base also serve as an assistant to the live chat (WhatsApp) or only for the AI agents for automated replies?
I want to use bots/agents on the long run but in the beginning I want to answer manually, but need the knowledge base as a source for the replies since I dont have all the answers on my mind. Is that possible with Charla? The whole scenario is thought for WhatsApp chat.

DistractedByCreativity

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Founder Team

AdamHa

Oct 13, 2025

A: Yes sure, knowledge base articles can be private or public. Live agents can use internally or share them with customers. You can also have a public facing kb like the we one we have here on charla.com/support

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