Building an Open‑Source Support Tool That Turns Your Docs into Reusable Knowledge

Описание и применение

Создание открытого инструмента поддержки, который превращает ответы из чатов и тикетов в повторно используемые статьи, улучшая качество ответов и сокращая повторяющиеся усилия.

Задача

Support teams often answer the same questions repeatedly, but useful details discovered during those conversations stay buried and are not reused.

Результат

answerLoops streamlines the creation, review, and publication of support knowledge, turning ad‑hoc answers into reusable articles and improving agent response quality.

Рабочий процесс

• 1. Capture a customer question from Discord, Slack, GitHub, or Telegram. 2. Use a Mastra agent to draft a reply and score confidence. 3. If the answer is new, add it manually via Knowledge Base → Manage → Write an answer by hand, or import from documentation, files, GitHub, or Notion. 4. For resolved tickets, click Promote to KB to create a knowledge‑base article. 5. Review unanswered questions in the Review tab, approve or reject, and add to the KB. 6. Use the Knowledge coverage tab to test retrieval with Try a customer question. 7. Track article usage to identify gaps and improve content.

Доказательства

I started building answerLoops to help me with that work.

Источник

For knowledge‑based replies in the ticket pipeline, a Mastra agent generates a draft and a separate agent scores its confidence and whether it fully answers the question.

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An owner or admin can open Knowledge Base → Manage and use Write an answer by hand…

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The Promote to KB action lets an owner or admin turn that ticket’s question and answer into a knowledge‑base article.

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The Review tab captures questions that weren’t covered by the available knowledge.

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