In Akece, documents are used by Ember, our AI-powered assistant, as knowledge sources to automatically respond to customer questions in a precise and contextualized way.
By linking public Help Center articles or guides, Ember analyzes the content and uses it as a base for her responses across your support channels.
đź”’ Note: Ember is only available on paid plans. See the usage limits at the end of this article.
How to Create a Document
1. Go to the Ember Section
In your Akece dashboard, click Ember > Documents from the sidebar. If you’ve already added documents, you’ll see a list here.
2. Click “Create New Document”
Enter the public URL of your Help Center or any public page you want Ember to use.
Currently, only public (unauthenticated) URLs are supported.
After entering the link, click Create.
Ember will begin analyzing the content found at the specified URL. She will crawl all pages under that path (for example, if you enter https://yourwebsite.com/help, she will scan all links that start with this address).
Each article found will be treated as an individual document and added to your list.
3. Removing Irrelevant Documents
If any automatically added documents are not useful for customer support, you can delete them manually. This removes the content from Ember’s knowledge base and prevents it from being used in future responses.
How to Check if the Content Was Interpreted Correctly
Ember automatically generates Frequently Asked Questions (FAQs) based on the added documents. These FAQs allow you to verify whether the content was properly understood.
To review the related responses:
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Click the three-dot icon next to the desired document.
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Select View Related Responses.
This will show you the questions and answers Ember was able to generate using the document.
Usage Limits
Ember’s availability and limits depend on your Akece subscription plan:
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Free Plan: Not available
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Standard Plan: Up to 10 documents and 1,000 responses per month
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Business Plan: Up to 30 documents and 3,000 responses per month
Once you reach your plan’s limit, you’ll need to wait for the next monthly cycle or upgrade your plan to continue using the assistant.
If you have questions about how to use Ember or need help organizing your documents, reach out to our support team at [email protected] or via social media @akece.ai. We're here to help!