Features
Knowledge procedures (playbooks)
Closed cases as searchable procedures in the knowledge base. Chat first.
Knowledge procedures (playbooks)
A knowledge procedure is a saved lesson from a closed case: symptom, cause, fix and prevention.
Merlin searches it when someone says "it does not work", "error" or "connection". That is L1 help. No separate Ops page.
How does a procedure get into the base?
- Close the case with the four fields (chat or dashboard).
- Account admin: on the case choose Add to knowledge base (or Skip).
- The document appears under Settings > Knowledge sources with a Playbook badge.
- From a new session Merlin can find it via search.
Chat examples
- "Moneybird errors on invoices, check if we fixed this before."
- "What was the fix for an expired HubSpot token?"
- (Admin) "Put this case resolution in the knowledge base."
What this is not
| This | Not that |
|---|---|
| Procedure in the knowledge base | Open dossier → that is a case |
| Searchable lesson for anyone with knowledge rights | Task / reminder for one teammate |
| Explain + search | Silent write actions or reconnecting by itself |
Escalation in short
- L1: search the knowledge base first and explain.
- L2: case + note what you already checked.
- L3: hand off to Support (or the right group) with context.
Plan
Same as Cases: Professional or higher (including trial).