Knowledge Base

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 Topic is the top-level grouping published to portals (title, description, brandId, color, icon, languageCode).
• A Category groups articles inside a topic (title, description, icon, topicIds, parentCategoryId, numArticles).
• An Article carries title, 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 color and backgroundImage, plus a styles object with mainLogo, favicon, bodyColor, headerColor, footerColor, helpCenterColor, backgroundColor, activeTabColor, baseFont/baseColor, headingFont/headingColor, linkColor/linkHoverColor, primaryButtonColor/secondaryButtonColor, dividerColor, and raw headerHtml/footerHtml.
• Header: wordmark, homeLabel, formsLabel, announcementsLabel, searchPlaceholder.
• Footer: logo, description, copyright, and columns (heading plus links of label/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.

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
Facebook	reportFacebookPages, reportFacebookActivity, reportFacebookBots, reportFacebookSyncPostStats	facebookSyncService.ts
Saved charts	reportCharts, reportChartDetail, reportChartAdd, reportChartEdit/Remove (stored in frontline_report_charts)	chart resolvers