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Knowledge Requests

When the assistant can't answer your question, it means your organization hasn't documented that topic yet. Instead of leaving you stuck, Appilot lets you create a knowledge request.

How it works​

  1. You ask a question the assistant can't fully answer
  2. Appilot suggests creating a knowledge request
  3. You submit the request with your question and the page context
  4. Your organization's knowledge team receives the request in the Backoffice
  5. They create the knowledge content and publish it
  6. You receive a notification when the answer is ready

Creating a request​

You can create a knowledge request from the Knowledge Base view:

  1. Open the Appilot panel and navigate to the Knowledge Base from the menu
  2. The "Help for this page" view shows guides relevant to the current page
  3. At the bottom, choose the ask that fits: Ask the team to document this page when nothing here is documented yet, or Report a problem with this page when what is there is wrong. Both reach the same inbox
  4. Describe what you need in the form that appears
  5. Send the request. Your page URL and context are attached automatically. If it cannot be sent, the form says so and keeps your text, so nobody is left waiting on a request that never arrived

You can also file one straight from a reply, which is where you usually notice the gap. Open Feedback under any answer and press Ask the team to answer this. The form opens with your question already in it, so you confirm rather than type it again. It reaches the same inbox as the route above.

If you signed in through the site itself​

Some sites hand you to Appilot with the account you already have there, so you never create an Appilot account. You can still file a knowledge request, and it reaches the same inbox. The one difference is the answer: without an Appilot account there is no Appilot notification to send you, so the site tells you in its own way. Ask whoever runs it how they pass the answer back.

Tracking your requests​

You can see the status of your requests in Requests in My Account:

  • Waiting for review: submitted, nobody has looked at it yet
  • Being written: your organization's team is working on it
  • Answered: the answer is published, and it appears under your question
  • Declined: your organization decided not to document this. The reason appears under your question when one was given

When a request is answered, the answer sits directly beneath the question you asked: a link to read the published article, and any note the person who handled it wrote. A declined request that carries no note says so plainly rather than leaving you to guess.

A request you file today appears today. The list used to read the end of its date range as midnight, which put the current day just outside it.

If the page cannot load your history it says so and offers a retry, with a reference you can quote to support. It no longer shows the "no requests yet" empty state when the real problem is that nothing could be read.

Why this matters​

Knowledge requests create a demand-driven improvement loop:

  • Users signal exactly what's missing
  • Knowledge teams prioritize based on real demand
  • The system gets smarter over time
  • Every request potentially helps hundreds of future users