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 GitHub 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 close matches within the last 24 hours; auto-hidden when nothing matches.

Click any card to open the upstream Zoho or GitHub 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 (GitHub/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. Paused since 2.0 — hidden from the command list until HR’s documents are in Compass.

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 a Zoho ticket by ID or URL, or a GitHub issue by its URL. Shows the full ticket details, status, and linked knowledge. /zoho: Application Support, Finance, the engineering teams and Captains. /github: Application Support, the engineering teams and Captains.

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 GitHub issues.

This feature is currently in beta — /suggest-zoho for Application Support and Captains, /suggest-github for the engineering teams and Captains.

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

Tabs, by role: Documents (HR and Captains upload .md/.txt/.rst files; every team's Master FAQ lives here too), Zoho Tickets (closed tickets), Zoho KB, Customer Profiles (Application Support) and Compass KB (Captains). The GitLab Issues tab has been hidden since the August 2026 move to GitHub.

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. Still recorded, but the screen that showed it (Knowledge Contributors) has been hidden since v1.12.

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 time, cache hit rate, hours saved, self-served share and stale docs, with satisfaction under Success Metrics, plus the confidence distribution and the knowledge-gap KPIs. 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 team except HR keeps a single Master FAQ (Update / Create Master FAQ) — Application Support and Product Solution included, so they get both paths on a gap, with the Zoho KB fix staying the main button on a Support gap. Reroute to another team and filters live here too. There is no manual rerun: on a successful fix Compass re-asks the question automatically (with a cooldown and a daily cap), 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. Saturdays and Sundays are excluded (public holidays are not), so a Friday-afternoon question isn't already late on Monday morning. The clock stops on any real fix: 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 (Captains) 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 (00:00 MYT) reads the tracked GitHub projects for two things: an assignee who was @-tagged and hasn't replied within a working day (an emoji reaction counts as a reply), and a bug closed without its closing sections. It replaces someone periodically running a report and chasing people by hand.

Four things keep it from becoming noise: one DM per engineering manager at 09:00, covering every team they own, never a message per issue; silence when clean; a late reply is reported once, then daily only from 3 working days; and delivery to the manager, not the assignee and not to a channel, so a person relays it and hygiene doesn't become public performance review. Thank-you style tags are ignored. 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.

Compass could answer a question but not pass it on — getting an answer to a colleague meant copying it into Lark by hand, losing the question, the confidence and who asked it. Share sends the whole thing as one Lark DM card from four surfaces: the chat, the Resolution Queue, All Questions and My Questions.

The card carries the question, the answer, and the row’s context — asker and team, when, which channel, owner team, category, confidence and resolution state. It deliberately carries no source list: an answer is generated under the sharer’s access, so shipping doc links would mean sending someone a link they may not be allowed to open. Dropping sources means nothing in the card depends on who is reading it.

Pick several recipients and each gets their own message — one departed colleague can never cost the others theirs. The answer sent is always the current one: if a question was re-asked and lifted to a better answer since, that is what goes, not the stale original.

Message the asker Navigator sits on the Resolution Queue, where someone is actually working the gap. Previously the only DM an asker ever got fired on mark-resolved, so three days open meant three days of silence. You can now tell them it is in hand, or ask what they actually meant. Compass computes per row whether an asker is reachable, so the action never appears when the message cannot be delivered.

The Master FAQ is the resolution surface for every team except HR (HR writes full Knowledge Base documents instead). Each 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 Teams.

Test questions, typos, and things that no longer apply don't deserve a place in the queue. Any Navigator 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 Deletion requests 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.

Retired 2026-08-18 with the PD Lark groups: the review tab is gone, and approved answers stay in the knowledge base. Compass mined answers out of the product discussion (PD) group chats and proposed 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. On a Partial or Uncertain answer, Escalate sends it to the owning team as a GitHub issue and/or a post in their Lark group chat.

New hires (within 90 days of their Lark join date) see a welcome banner with confetti animation above the usual welcome screen. 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 (and Captains) 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; when a name fits several customers, it lists them with their customer IDs instead of guessing.

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. Available to Application Support and Captains.

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 any Navigator on their team's gaps — 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.

What's new: One card per release. Click it and it opens into that release's own page: the headline feature, each other feature as a chapter (with a bar along the top to jump between them), the smaller changes, and a link to the full release notes. Earlier releases sit underneath as smaller cards that open the same way. Hover a card and its picture plays. The sidebar shows a shimmering New on Newsletter when a release lands, and the first visit after a release opens with that release full screen before it settles into its card (once per release; Esc or a click skips it).

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.

Most open questions are asked exactly once, so answering them one at a time never runs out. Every Monday morning Compass groups each area's open questions into themes, ranks them by how much each would close, and writes a brief for each: what the article has to answer, drawn from what people actually asked. A theme whose article already exists says Extend existing and names the Zoho KB article, instead of asking for a duplicate. Find it at Resolution Queue → Topics.

Decks and specs used to be shared as public links. Briefings hosts them in Compass instead: you sign in to read one, and each is visible only to its audience (the whole company, particular teams, or Captains). One library filtered by type and by who it's for; a briefing opens full screen from its card, and a shared link goes straight to it. Updating a briefing keeps its link. Publishing is curated Captain: Captains publish and choose the audience, and everyone else reads. A Captain can also give one briefing a public link from Share ("Anyone with the link"), which opens without signing in and opens from its card, just as in Compass. Pasted into WhatsApp, it shows a proper preview with the briefing's title, a line about it and a picture with its name on it; Lark shows the title and that line. The briefing keeps its audience inside Compass. Turning the link off stops it working, and turning it back on brings back the same link; Create a new link replaces it for good.

Create or edit a Zoho KB article from the Zoho KB tab in Knowledge Base (the pencil on your team's articles, or New article). Navigators on the teams that own KB articles write for their own team; Application Support, Product Solution and Captains can edit any article: a formatting toolbar, a category picker, and Draft or Publish. It is written straight to Zoho and published for agents. The moment an article goes live, Compass rechecks every open question it might answer and shows which it just resolved and which are still open. A live article can't be saved back to a draft by accident, and pasted text arrives without foreign styling.

A scheduled Lark card delivered to every domain team (Application Support excepted) — 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 every Navigator and Captain. Navigators outside HR get Release Note as their only category.

How it works: Select “Release Note” from the category dropdown in the Knowledge Base, paste GitHub issue 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 All Questions, 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.

Xilnex Shadow is your personal assistant that does things for you (it is in closed testing). Send feedback (under Xilnex Shadow) in the sidebar opens Tell Shadow, where you tell the people building it what it should do next. Pick Feature idea, Something went wrong or Just saying thanks, write a line or two, and press Send to Shadow. Your name and team come from your Compass sign-in, so there is nothing to fill in about yourself. Tap a suggestion if you need a start. Your earlier ideas, under the form, lists everything you have sent and where each one stands: New, Thinking about it, Planned or Shipped. The Newsletter's Shadow page opens it too, with Suggest a feature or Send feedback. ALVIN reads every note in a private inbox and sets the status you see. Above the form, the Compass and Shadow marks play together, and they turn to watch while you type.