Knowledge Base, Help Center & Reports
Publish self-service content as topics → categories → articles, configure the client portal help center record that the published site reads, and run frontline report queries.
Backend modules: backend/plugins/frontline_api/src/modules/{knowledgebase,helpcenter,reports}. Frontend: frontend/plugins/frontline_ui/src/modules/{knowledgebase,helpcenter,report} at /frontline/knowledgebase, /frontline/helpcenter, and /frontline/reports.
Knowledge base
Hierarchy
Content is organized Topic → Category → Article:
- A
Topicis the top-level grouping published to portals (title,description,brandId,color,icon,languageCode). - A
Categorygroups articles inside a topic (title,description,icon,topicIds,parentCategoryId,numArticles). - An
Articlecarriestitle,summary,content,status(draft/publish),isPrivate,reactionChoices/reactionCounts,topicId,categoryId,attachments,image,pdfAttachment, publication fields (createdUser,createdDate,modifiedDate), and form codes that attach a lead form to the article.
Knowledge base queries and mutations
Schema: modules/knowledgebase/graphql/schemas/knowledgeBaseTypeDefs.ts.
| Operation | Kind | Purpose |
|---|---|---|
knowledgeBaseTopics / knowledgeBaseTopicDetail / knowledgeBaseTopicsTotalCount | query | Topic reads |
knowledgeBaseCategories / knowledgeBaseCategoryDetail / knowledgeBaseCategoriesTotalCount / knowledgeBaseCategoriesGetLast | query | Category reads |
knowledgeBaseArticles / knowledgeBaseArticleDetail / knowledgeBaseArticlesTotalCount | query | Article reads |
knowledgeBaseArticleDetailAndIncViewCount / knowledgeBaseArticlesIncrementViewCount | query/mutation | Read while incrementing the article view counter |
knowledgeBaseTopicsAdd / …Edit / …Remove | mutation | Topic management |
knowledgeBaseCategoriesAdd / …Edit / …Remove | mutation | Category management |
knowledgeBaseArticlesAdd / …Edit / …Remove | mutation | Article management |
cpKnowledgeBaseTopicDetail | query | Client portal read used by the published help center |
AI knowledge source
The knowledge base registers an AI knowledge source through meta/automations: ai.knowledgeSources contains { key: 'knowledgebase.article', label: 'Knowledge base articles', moduleName: 'knowledgebase', sourceSelector: 'remote-module', supportsFullScope: true }. Articles index with the category title included (articles are often titled numerically), so agent knowledge lookups match meaningful terms.
Help Center
The config record
HelpCenterConfig is the single record a published help center site reads. helpCenterConfigUpdate(config) upserts it; sections include:
- General:
title,description,url,erxesAppToken,brandId,languageCode, knowledge-base toggle/label/kbTopicId(kbToggle,kbLabel), ticket toggle/label/ticketChannelId/ticketPipelineId/ticketStatusId(ticketToggle,ticketLabel). - Appearance: top-level
colorandbackgroundImage, plus astylesobject withmainLogo,favicon,bodyColor,headerColor,footerColor,helpCenterColor,backgroundColor,activeTabColor,baseFont/baseColor,headingFont/headingColor,linkColor/linkHoverColor,primaryButtonColor/secondaryButtonColor,dividerColor, and rawheaderHtml/footerHtml. - Header:
wordmark,homeLabel,formsLabel,announcementsLabel,searchPlaceholder. - Footer:
logo,description,copyright, andcolumns(headingpluslinksoflabel/url).
Domain resolution
helpCenterGetConfigByDomain ignores its argument and reads the config from the request's Origin header. The header is normalized and matched (case-insensitively, prefix + /) against each config's url. Its wrapperConfig.skipPermission: true flag makes it callable without the showHelpCenter permission, which is what the published app calls before any user logs in.
If helpCenterGetConfigByDomain returns nothing, no config's url matches the request's Origin. Create one with helpCenterConfigUpdate.
Help Center queries and mutations
Schema: modules/helpcenter/graphql/schemas/helpCenterConfig.ts.
| Operation | Kind | Purpose |
|---|---|---|
helpCenterConfig(_id) / helpCenterConfigs(page, perPage, searchValue, brandId) / helpCenterConfigsTotalCount | query | Admin reads |
helpCenterGetConfigByDomain | query | Public resolution by request Origin (skipPermission: true) |
helpCenterConfigUpdate(config) / helpCenterConfigRemove(_id) | mutation | Upsert / remove |
How the Help Center app uses it
The standalone apps/help-center Next.js app (port 3900, NEXT_PUBLIC_ERXES_API_URL, NEXT_PUBLIC_APP_VERSION) calls helpCenterGetConfigByDomain for configuration, then cpKnowledgeBaseTopicDetail for content, cpForms/cpFormDetail for forms, and cpGetTickets/cpGetTicket/cpTicketGetNotes/cpCreateTicket/cpTicketCreateNote for portal tickets. See Help Center.
Reports
The reports module backs /frontline/reports, /frontline/calls/dashboard, and /frontline/calls/statistics.
| Area | Queries | Service |
|---|---|---|
| Inbox | reportConversationList, reportConversationOpen/Closed/Resolved, reportConversationTags, reportConversationSources, reportConversationResponses, reportConversationExport, conversationProgressChart and member/source/tag progress | reportConversation* resolvers |
| Tickets | reportTicketList, reportTicketSource, reportTicketDate, reportTicketOpen, reportTicketTags, reportTicketCustomProperties, reportTicketStatusSummary, reportTicketPriority, reportTicketExport | ticket report resolvers |
| Calls | callReportIntegrations, callGetQueueStats, callGetAgentStats, getCallbackStats, callVolumeSeries, callCarrierBreakdown, callHeatmap, callHeatmapDaily, callTopNumbers, callGetOperatorStats, callHistoryList | callReportService.ts, callHistoryService.ts, callStatistics.ts |
reportFacebookPages, reportFacebookActivity, reportFacebookBots, reportFacebookSyncPostStats | facebookSyncService.ts | |
| Saved charts | reportCharts, reportChartDetail, reportChartAdd, reportChartEdit/Remove (stored in frontline_report_charts) | chart resolvers |
