An organized knowledge base
The Knowledge page has Overview, Library, FAQ, Web Sources, API Tools and AI Research. Documents are filed in categories, set public or private, written by hand or taken from PDF, Word or text.
AI · Knowledge
AI that answers from your own documents and data
AI answers well only when it knows your facts. The knowledge base keeps your documents and FAQs, AI tools let it look up real data in hOne, and the work assistant reminds staff what needs attention.
The problem
AI sounds fluent but gets prices and policies wrong
A bot that can only talk will sound reasonable even when it has no information. Companies do not dare let it answer real customers, and new staff do not know whom to ask.
- Prices, warranty and policies are scattered across files, emails and people heads.
- AI cannot look up real products or orders, so it answers by guessing.
- You cannot tell what AI will say to a specific question until a customer has already read it.
How hOne solves it
AI based on your documents and real data in the system
You put knowledge in one place, switch on the lookup tools it may use and set how AI speaks. Before turning it on for real customers you test it in the AI Simulator. AI only looks up a customer orders after the customer is verified.
Key capabilities
Load knowledge fast
Import .md, .json, .csv, html, pdf, docx, xlsx, txt or images: AI reads the content (with OCR), splits it into documents and suggests categories. Web Sources fetch web pages daily or weekly.
AI Research with approval
Enter a topic and AI finds sources and writes draft articles. You approve, merge or reject each one; drafts show a confidence score and a warning when they overlap the library. An admin enables it under Settings, AI.
AI tools that read real data
AI looks up orders, quotations, contracts, products and customers, sends product images, exports PDFs and creates tasks. Orders, quotations and contracts are drafts only. Switch each tool on or off, add external APIs.
Verify the customer before lookups
The customer must enter a code sent by email, SMS or a call that reads the code. You set the code length, validity, maximum wrong attempts and hourly send limits.
Understand the customer before replying
AI reads the intent and chooses: reply; reply and alert staff; only a holding message then handoff; or stay silent. Angry customers or those who need a person alert the owner.
A work assistant for staff
The Work assistant page gathers each person tasks, conversations, quotations, orders and contracts, and flags items without a reply after X days. It has a Q&A chat and lets you mark items done or dismiss them.
In the product
How it works
Load knowledge
Add documents and FAQs, import files or define Web Sources. Assign categories so AI can narrow its search.
Enable tools and verification
In Chat config choose the allowed AI tools, set internal or external priority, and turn on Customer verification for sensitive actions.
Test in the AI Simulator
The AI Simulator lets you play the customer and see AI answer, with the actions it called, before it runs for real customers.
Turn on per channel and review
Enable AI per channel account or Livechat widget, review intent labels and the actions AI performed, and fix content when an answer is off.
A real workflow
Cửa hàng Demo asks about returns, then about an order
Công ty ABC loaded its return policy file into Knowledge and turned on the order lookup tool with email customer verification.
- Ms Lan (Cửa hàng Demo)Writes to the Zalo OA: "How long do I have to return an item?"
- AISearches the knowledge base, picks the exact passage of the policy document and answers: 7 days from the delivery date, with the conditions.
- Ms Lan (Cửa hàng Demo)Follows up: "Has my order DH-demo been delivered?"
- AIDoes not look it up yet. It sends a verification code to the registered email; only when Ms Lan enters the right code does AI call the order tool and report the status.
- MinhOpens the conversation, checks "Actions AI performed" and the knowledge suggestions in the side panel to insert into a reply if he wants to add more.
Connects with the rest of hOne
Omnichannel chatReply suggestions, summaries, "/" commands and intent labels show right in the inbox.Livechat AIEach Livechat widget picks its own knowledge sources and AI tools per website.ProductsAI finds products by keyword, similar name or meaning; it can report stock if you turn that on.OrdersAI looks up a verified customer orders and creates draft orders.Tasks & projectsAI creates tasks from conversations, and the work assistant gathers each person pending items.
Frequently asked questions
Can AI get things wrong?
Language models can still be wrong, so hOne constrains it: AI looks up real data through tools, sees only a verified customer orders, write actions are drafts and need the customer to confirm the amount. Test in the AI Simulator before turning it on for real customers.
Does AI Research publish to the library by itself?
No. Drafts wait for approval; you approve, merge into an existing document or reject. An admin needs to enable AI Research under Settings, AI.
Which pages can Web Sources fetch?
Public web pages you register by URL, with a category, frequency (manual, daily or weekly) and run time. An "AI analyze and auto-fill" button suggests the settings. If the content has not changed, hOne skips it.
Who can see documents in the library?
Each document is Public or Private, with permissions to create, edit and delete your own documents, categories, FAQs and API tools. Knowledge can also be limited per channel account or widget.
Does using AI cost money?
AI runs on Google Gemini. Some background features such as scanning chats for tasks, drafting re-engagement messages and AI Research are charged per use, and each has a switch and daily cap so you stay in control.
Which plan do I need?
Knowledge and the Work assistant are included from the Standard plan up. Your plan may differ, so ask hOne.
More in this area: Omnichannel chat & AI
Omnichannel chatZalo, Messenger, WhatsApp, LiveChat and internal chat in one inbox, linked to customers.Zalo personal & OAPersonal Zalo via QR and official Zalo OA: conversation access, contacts, broadcast, AI.WhatsApp personalLink a WhatsApp number by QR, chat 1-to-1 in the shared inbox, with sending limits that protect your number.Facebook MessengerPage Messenger in the shared inbox: one-tap phone request, auto customer creation, Lead Ads leads.Livechat AIA website chat window from one snippet: AI replies, customer verification, staff handoff, assignment.