What Can Compass Do?

Type any question about Xilnex products, features, or processes. Compass searches the internal knowledge base and streams a sourced answer with confidence level, team attribution, classification badge (Simple / Complex / Multi-topic), and feedback buttons.

Multi-topic questions are automatically decomposed into sub-queries for better retrieval. Answers can include formatted tables, cite documents, Zoho tickets, and GitLab issues.

Compass answers are now grounded in cited source content. Every factual claim about a fix, root cause, version, or behavior is traceable to a specific comment from the source thread — rendered as inline citation chips. Workarounds are clearly distinguished from permanent fixes; vague questions get multi-case enumeration with explicit incompleteness notes; and when the source is silent, Compass says so instead of inventing an answer.

Validated 0% fully-fabricated answers across 77 test cases. Helpful inferences are still allowed but explicitly prefixed with **Suggested:** or **Likely:** so readers know what's source-grounded vs. inference.

When others are investigating an open ticket related to your question, you see it inline beneath the answer — real-time signal that you're not alone. The cache feeds this: when app-support runs /zoho on a ticket, anyone asking a related question sees it. Section is scoped to high-similarity matches (threshold 0.80) within the last 24 hours; auto-hidden when nothing matches.

Click any card to open the upstream Zoho or GitLab ticket in a new tab. The whole card is the click target — not just a button or link.

The welcome screen features a swipeable stack of interesting facts extracted from the knowledge base. Drag cards left or right to reveal the next one.

Facts are auto-generated at document ingestion time. Each card shows the source team, related document name, and a progress counter. Three layers peek behind the front card to hint at more content. Only product docs and release notes generate fun facts (GitLab/Zoho tickets are excluded).

Type / to see all available commands. Selecting a command locks it as a chip — type the argument alongside it.

Get a concise answer without the full detail. Same knowledge base, shorter response.

Ask about HR policies, leave, benefits, and more. Searches only documents tagged with the “Human Resource” category — HR docs are excluded from normal queries, and product docs won’t appear in /hr results. Available to everyone.

Instantly find which engineering team owns any topic. Shows team members, "Best match" badge, and a direct link to the team's Lark group chat. Zero AI cost — instant keyword lookup.

Find which team a person belongs to and which teams they manage. Shows avatar, name, role badge, “Manages N teams” indicator, and a direct Lark DM button. Separated from /which-team for clarity.

Look up Zoho tickets or GitLab issues by ID or URL. Shows the full ticket details, status, and linked knowledge.

Fetches a live ticket, analyzes it with AI, and suggests a resolution based on past knowledge. Results are cached for 24 hours. Available for both Zoho tickets and GitLab issues.

This feature is currently in beta — available to Application Support and admins only.

Upload, edit, and manage your knowledge base from the /manage page. Documents are grouped by team with expandable sections.

Supports three tabs: Documents (upload .md/.txt/.rst files), GitLab Issues (sync resolved bugs), and Zoho Tickets (sync closed tickets).

Drop unstructured notes into the document editor, click Format with Compass, and the reformatter turns them into a KB-ready doc — How-to / FAQ / Reference, with bold UI labels, numbered steps, a Related terms section for retrieval, and explicit [TODO] markers where your source was thin. Nothing is invented — gaps are flagged, not filled.

Write or edit documents in the built-in markdown editor with live preview. v1.5 split the header into two rows — a calm chrome row (title + view-mode + close) and a tool ribbon (Template, Tips, Format with Compass) — with status pills on the right side of the ribbon for live document state.

All documents must pass a content check before saving. The Check button validates for sensitive content (passwords, API keys — blocks saving) and quality issues (missing headings, long paragraphs — warns only).

The Save button only appears after Check passes.

Every document edit is tracked with a change summary, and “View changes” opens a diff detail modal showing sections added, removed, or modified with word count delta — so you always have an audit trail of who changed what and when.

Deleted documents are shown with a strikethrough and “Deleted” badge. Change details are stored with a 180-day retention window.

The /dashboard page shows real-time usage stats: total queries, response times, cache hit rates, satisfaction scores, confidence distribution, and top questions. Filter by team and time period.

A full-page surface in the sidebar (right under Dashboard) that owns every gap-mutating action. The remedy on each gap row is team-driven: Application Support and Product Solution close gaps in Zoho KB — Insert a Zoho KB link is always available (paste a newly authored article), plus Improve in Zoho KB / Re-sync & recheck when an article was already retrieved — while every other team keeps a single Master FAQ (Update / Create Master FAQ). Triage, Rerun, Suggest a different team (reroute), and filters live here too. Rerun has guardrails (cooldown + daily cap); on a successful fix Compass re-asks the question automatically, and when it lifts to HIGH the gap auto-resolves and the original asker is DM'd on Lark. The dashboard slims to KPIs + alerts, and clicking any tile or alert deep-links into the queue.

Every LOW/MEDIUM knowledge gap carries a 2-business-day clock from the first time it was asked. Weekends are excluded — the clock runs on the team's working calendar, so a Friday-afternoon question isn't already late on Monday morning. The clock stops on any real fix: a manual Docs updated mark, an automatic re-answer after an article or FAQ changed, or someone simply asking again and getting a confident answer.

Two surfaces read from it. The dashboard shows the team's SLA compliance — of the gaps whose window has closed, the share that were resolved in time — and the Resolution Queue marks overdue gaps so the list itself tells you what to pick up first. The dedicated SLA by Team screen shows every team at once, splitting each team's gaps four ways: resolved in time, resolved late, still open and in-window, and still open and overdue — which distinguishes a team that is currently slow from one carrying old debt.

Zoho KB articles are screenshot-heavy, and Compass used to discard every image when reading them — so a visual how-to came back as a wall of text. Images are now bound to the passage they sit in: when Compass answers from a section of an article, that section's screenshots come with the answer, and the rest of the article's images do not. Roughly 1,470 screenshots across 264 articles are available this way, with nothing for authors to do beyond writing the article.

Compass keeps its own copy of each image, so an answer's screenshots don't break when the article is edited later, and at most six images per passage are attached so one image-heavy paragraph can't swamp a short answer. Two caveats worth knowing: Compass cannot read text inside an image, so a step that exists only as a screenshot is invisible to it; and an image only works if it was uploaded into the Zoho editor — images pasted in from Lark, Drive or a web search stay pointed at that other host and render for nobody but the original author. See the KB authoring guide.

A nightly check reads the tracked GitLab projects and DMs each assignee about their own issues that are missing the basics — no description, no labels, or no activity for too long. It replaces someone periodically running a report and chasing people by hand.

Three things keep it from becoming noise: a courtesy window so a freshly-opened issue is never flagged; one batched DM per person rather than a message per issue; and delivery straight to the assignee, not to a channel, so hygiene nudges don't become public performance review. The scan and the delivery are separately controlled, so findings can be gathered and reviewed before anyone is messaged.

An in-product guide at /guides/kb-authoring (or Guide in the sidebar) for anyone who writes knowledge — a Zoho KB article, an HR document, or a team Master FAQ entry. It exists because most knowledge that fails to reach people isn't missing; it's written in a shape Compass can't read.

It opens with the five rules that carry most of the benefit (real headings rather than bold text, every step written out in text, screenshots uploaded into the editor, the answer on the first line, no empty placeholder sections), then gives three copy-paste templates — how-to, troubleshooting, and rule/policy — each already shaped the way retrieval works, with a copy button. A before/after of a real article shows the same content reshaped, changing no wording, to make clear it isn't extra writing work. The guidance is measured rather than asserted: it reflects what an audit of all published articles actually found.

The Master FAQ is the resolution surface for non-support teams (engineers and every team that isn't Application Support — those close gaps in Zoho KB instead). Each such team has exactly one Master FAQ — the single quick-answer reference for its domain. In the Resolution Queue, a gap row owned by one of these teams carries an Update Master FAQ / Create Master FAQ action: drop a 2-3 sentence answer into the team's FAQ instead of maintaining anything larger. The first fix creates the page (name fixed to «Your Team» Master FAQ); every later fix updates it. Saves run the verify-and-notify pipeline — the question is re-asked, and on a HIGH answer the gap auto-resolves and the asker is DM'd on Lark. The FAQ is also shown on the team's page under Team Details.

Test questions, typos, and things that no longer apply don't deserve a place in the queue. Any team member can flag a question for removal with an optional note — from the ⋮ menu on a Knowledge Gaps row, or on an inbound handover in Incoming Reroute Requests when the question doesn't belong with any team. Either way the row shows a 🗑 Deletion requested pill while it waits. Admins review the request in the Pending Deletion Requests inbox on the Resolution Queue's Deletions tab and approve (the question is archived) or reject with a reason — either way, the requester is told the decision in Lark automatically. One pending request per question; you can cancel your own while it's pending.

Compass mines answers out of the product discussion (PD) group chats and proposes them as new knowledge. Each candidate goes through a review step first: open Review & edit to tidy the title, category, question, or answer, then Save only to keep it pending or Save & ingest to publish it into the knowledge base. Reject drops it with a confirmation and keeps the audit trail. Edited candidates show an edited by pill and a Show original toggle.

During planned maintenance, Compass shows a branded Recalibrating screen instead of letting questions fall through to half-working answers, and the Lark bot replies with a matching heads-up. When it's done, everything returns exactly where it was — no action needed.

Rate every answer with thumbs up/down. Thumbs down asks for a reason — incorrect, incomplete, outdated, not relevant, or custom text. If an answer isn't helpful, escalate it to create a GitLab issue for the team to investigate.

New hires (within 90 days of their Lark join date) see a welcome banner with confetti animation, replacing the regular quick-actions. The banner shows essential onboarding resources pulled from documents tagged with category “onboarding”.

It’s dismissible permanently, and only HR and admins can upload onboarding documents.

Application Support agents can look up enterprise customer profiles instantly. Type /customer Kenny Rogers to see PIC contacts (table format), products deployed, support access credentials, known issues (table format), and more. Supports fuzzy name matching.

Customer handover documents are managed via the “Customer Profiles” tab in the Knowledge Base (Application Support only). Paste a Lark doc URL to auto-fetch content directly from Lark Docs — no manual copy-paste needed. Use “Re-sync All” to refresh all profiles from Lark, or re-sync individual profiles when updated.

Before closing a Zoho ticket, type /resolve-zoho 486375 to auto-generate the Finding / Root Cause / Solution text from the ticket conversations. Review the output, then copy-paste into the Zoho Resolution field. This creates a feedback loop: Compass helps write resolutions, and those resolutions feed back into Compass for better future answers. Only available to Application Support team.

Zoho KB is Compass's single source of truth for support knowledge. Published articles from the Zoho support portal (support.xilnex.com) are mirrored into Compass and edited at their source, never duplicated here.

Click “Sync Now” in the “Zoho KB” tab on the Knowledge Base page to fetch all articles (new + updated). Per-row refresh buttons let you re-sync individual articles from Zoho. Articles are converted from HTML to markdown and made searchable. No AI summarization needed — KB articles are already clean documentation. The nightly sync fetches everything (newest edits first), so nothing is left behind as the KB grows.

Insert a Zoho KB link is always available to Application Support, Product Solution, and Captains on any gap — because you often close a gap by authoring a new Zoho KB article and pasting its link. When a gap was answered off an existing KB article, the Resolution Queue also offers Improve in Zoho KB (edit at source) and Re-sync & recheck. Any change to an article automatically rechecks the open gaps it touches and resolves the ones that now have a confident answer — even overnight.

Only new or modified articles are fetched on subsequent syncs (compared by modification time).

A sidebar tab with three sections, visible to all roles:

Holidays: Upcoming holidays from Lark Calendar (configured by HR). Calendar-icon cards with urgency-based coloring. Hidden when none within 14 days.

Compass Highlights: Latest version + feature teasers with confetti animation.

Product Updates: Color-coded release note cards (NEW/CHANGED/FIXED/REMOVED) with staggered entrance, smooth expand/collapse, and pagination. Unread badge on sidebar shows count since last visit.

A scheduled Lark card delivered to every domain team — weekly (Mondays 09:00 MYT, last 7 days) and monthly (1st of the month, last 30 days). Two sections: 📂 Domain ownership — questions about your team's area, surfaced to anyone in the group — and 🎓 Team training — what your own members are asking, sent only to the manager.

Two recipients, different views. The team group sees only questions from outside the team (privacy projection). The manager DM gets the full bundle. Multi-team managers receive one consolidated card with stacked team sections, not one DM per team.

What's on the card. One-line stats (total · 🔴 LOW count · %), top 5 LOW-confidence question gaps, and a primary button that deep-links to the Insights Dashboard for asker names, full text, and history. Section B shows a re: <domain> chip so the manager knows which other team's docs their members were struggling with.

Quality filter. Before the top-5 cut, the digest strips noise — URL pastes, raw ticket-lookup queries, manager self-tests, sub-15-char fragments, and duplicates. Empty windows produce no card. Re-running the job within the same period is a no-op for already-sent items.

Available to Product Solution team and admins only.

How it works: Select “Release Note” from the category dropdown in the Knowledge Base, paste GitLab URLs (Zoho tickets auto-detected from issue titles), and click Generate Preview.

AI reformatting: Haiku restructures the closing templates (Finding/Root Cause/Solution) into 7 support-focused sections: Summary, Problem, Root Cause, Solution, How to Verify, Customer-Facing Response, and Known Limitations.

Auto-generation: Title and release type (NEW/CHANGED/FIXED/REMOVED) are auto-suggested but editable. Published notes appear in the Newsletter and are searchable via RAG.

Routing isn't permanent. When a domain member sees a question that doesn't belong to their team, they can click Reroute to another team right from the Knowledge Gaps card and pick the new owner in a popover — no admin in the loop. The receiving team sees it in their Incoming Reroute Requests card and responds in the same popover style: Accept (takes ownership), Accept and reroute to… (forwards to a third team), or Decline with a reason (the sender is notified in Lark). All three keep the question with some team, so there's a fourth option on the row's ⋮ menu — Request deletion — for a question that shouldn't sit with anyone. An admin decides, which stops a question bouncing between inboxes. The row keeps all its normal choices while the request waits, so if the admin says keep it, the team picks up where it left off. Accepted handovers land in the receiving team's Recently Inherited card, and Compass surfaces 3-5 keyword suggestions to add to that team's definition so future paraphrases of the same question route correctly without another reroute.

A ⇄ Rerouted badge marks every handover in the Queries Log, with a Routing status filter to slice the audit trail. On the origin side, a soft banner nudges teams to clean up keywords that matched a recently rerouted question. Knowledge Gaps now also surfaces MEDIUM-confidence questions (not just LOW), so partial answers are visible to fix.