September 16 release: knowledge base optimization and sender restriction

This release ships five features: three in the knowledge base, one in inbox routing, and one in the organization’s folders. Site sync is now a paid-plan feature.

Knowledge base optimization

An assisted review that reads the whole base, points out the problems and proposes fixes in batches. Nothing is written without your approval.

Single-pass analysis. The engine snapshots the active content and analyses the entire base at once, rather than item by item.
Progressive batches. Fixes arrive as reviewable batches. You apply, discard or adjust each one; application is atomic — either the whole batch lands, or nothing changes.
Pending questions. When information is missing, the review asks instead of guessing. You answer or skip, one question at a time, and the answer goes back into the batch.
Durable execution. The review runs on the server and survives closing the tab. Its state is visible at every step — “Reading the base”, “Identifying problems”, “Preparing batches”, “Awaiting review” — and it can be cancelled at any time.
Explicit scope. The review acts only on the open base, and the screen says so.

Where: Knowledge Bases → open the base → Optimize base.

7-day trash in the base

A removed item goes to the Trash tab instead of disappearing. The card shows the date it will be permanently deleted.
Restore returns the item to the base, with semantic search rebuilt.
Permanent purge runs hourly, after the 7 days.

Where: Knowledge Bases → open the base → Trash tab.

CSV export and sync

Export the base as CSV downloads a file with every item.
That same file, edited outside the platform, comes back in two modes: add only the new rows, or sync the base with the file.
Before applying, the screen shows what will change — what is added, edited, removed — and flags format problems row by row.
Application is atomic: if one row fails, the base is not left half-updated.

The "Export the base as CSV" dialog, with the file explanation and the Download CSV button.

Where: Knowledge Bases → open the base → Export the base as CSV.

Sender restriction in the inbox

Sets who talks to the agent in each inbox.

When on, only the senders on the list reach the agent. Everyone else comes in as human support, in the same inbox.
The cut happens before the agent is loaded. A message outside the list never calls the model and uses no credit.
An inbox that already exists keeps its behaviour until the list is saved for the first time.
The screen shows how many ongoing conversations would be affected before you turn the restriction on.

The "Who the agent answers" section with the restriction on and one rule: answer whoever has the phone +55 11 98888-7777.

Where: Inboxes → edit the inbox → advanced settings → Who the agent answers.

Shared files

The organization’s folders in one place, with who each one reaches and the state of every computer.
Access is granted per person or per team, and each synced computer appears with the binding it holds.
Deletion goes through a trash with replicas, so a file deleted on one machine does not vanish from the others before confirmation.

Where: Settings → Shared files.

Site sync is now part of the paid plans

Bringing a site’s pages into the knowledge base is now a paid-plan feature.
On a plan without it, the screen shows See plans instead of offering the sync — both in the preview and on the sync buttons.
Each site syncs at most once a day. A provider failure does not spend the day’s quota.

Where: Knowledge Bases → open the base → Site sync.

Fixes

Site sync failing on provider downtime now respects the contracted schedule again, instead of retrying every five minutes.
Context block: a search that fails no longer leaves the block blank.
The Who answers field is back in the inbox editor.
The inbox editor now states, in each collapsed section, what is in effect.
The daily frequency subtitle promised “~6h” and was corrected.