Librarian
The KB caretaker. Suggests new entries, keeps existing ones fresh, and runs on a schedule so your team doesn't have to.
The Librarian is the agent that watches your conversations and proposes knowledge-base improvements. Where Responder talks, Librarian thinks — running on a schedule, never touching live chats.
Configure at Librarian → Settings.
What Librarian does
- Reads recent conversations in batches
- Spots gaps — questions Huey couldn't fully answer, frequent topics, contradictions across replies
- Drafts new KB entries for those gaps
- Suggests updates to existing docs when something feels stale or wrong
Suggestions land at Librarian → Suggestions. Each one shows the source conversations that prompted it, plus a draft you can approve, edit, or reject.
Settings
| Setting | What it does |
|---|---|
| Enabled | Master toggle |
| Auto-update KB | When on, approved suggestions auto-merge into the KB. When off, you have to manually paste the suggestion into a new doc. Default: off until you trust it. |
| Auto-suggest articles | Whether Librarian also proposes new help articles (the customer-facing kind) |
| Analysis interval | Hours between runs. Defaults to 24h — daily is usually plenty. |
What a suggestion looks like
Title: Returns process — international orders
Source: 3 conversations in the last 5 days
Reason: Visitors asked about international returns; Huey couldn't find a doc
and gave generic answers.
Draft:
International orders can be returned within 30 days. The buyer covers
return shipping; we issue a refund minus a $15 international restocking
fee. Use [[email protected]] to start the process …Click Approve to add it to your KB (or auto-merge if that toggle is on). Click Reject to dismiss — Librarian remembers and won't suggest the same gap again for 30 days.
When Librarian runs
By default, daily at 3 AM in your workspace's timezone. To force an immediate run, click Run now on the Librarian → Settings page.
A run typically takes 30 seconds to a few minutes depending on conversation volume. Suggestions appear when the run finishes; you'll get a notification.
Importing existing KBs
If you're migrating from another platform (Gorgias, Intercom, Front, Help Scout), Librarian can do the bulk import for you:
Librarian → Knowledge Base → Import → pick source workspace → preview → confirm.
Auto-suggest help articles
When this is on, Librarian also drafts new customer-facing help articles, not just internal AI documents. The bar is higher (they need to be polished enough for shoppers to read), so suggestions tend to be less frequent but higher-quality.
Help articles show up in your widget under "Browse help" once approved.
Costs
Librarian uses the same Claude Sonnet model as Responder, but in heavier (longer-context) mode. A daily run on a moderate-volume store costs typically $0.50–$2 — negligible compared to the Responder traffic itself.
Per-run token usage is in Super Admin → AI Activity (admin-only).
When to disable
Some workspaces turn Librarian off entirely:
- Brand-new workspace with no conversation history yet — no signal to learn from
- Rapidly changing policies — you don't want yesterday's analysis baking outdated rules into your KB
- Highly regulated industries — you want every KB change reviewed by a compliance officer; the suggestion flow doesn't fit your workflow
Otherwise, leave it on. Manual KB curation is the #1 thing teams forget to do; Librarian fills that gap.