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.
The knowledge base has platform documents (visible to all PINs with search rights) and PIN group documents (only that group). This is separate from connection groups. Do not put account numbers or private balances in platform documents. See PIN users and Connections.
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 |
See also Operational memory for contacts, deals, invoices, tickets and orders from earlier actions (separate from playbooks).
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).