How do I keep my support agent's answers up to date?
Keep the product's answer library and support brief current, then verify the answers that customers actually receive. A new app release or a recently generated brief does not prove the support library was published. Existing cloud answers can remain unchanged until their new versions are synced.
Before you start
Use the product's own project and the correct support instance. Updating Codus's own help is different from updating the help for a customer website you manage through Codus Support.
Update and publish
- Open the bound project and ask its agent to compare help pages with current product behaviour, including smaller controls, limitations and failure paths.
- Approve the specific corrections. Preserve valid answers and their existing links where possible.
- Ask the agent to publish the answer library to the bound support instance. Check the result for skipped or invalid pages, not just a total count.
- If you also have a public help website, publish through that site's documentation workflow. Updating support alone does not update an independently deployed website.
- In chats → instances, regenerate the support brief and check its age.
- Test representative questions: a new feature, a changed workflow, a billing/access edge case and something the agent should admit it cannot verify.
What belongs in the library?
Write customer-facing answers: what to click, required access, costs to check, visible success and recovery when it fails. Do not include credentials, customer records, unreleased private features or implementation details.
A private answer can still be used in a support reply. “Not on the public website” does not mean “safe to store secrets”.
How do I know it worked?
The published answer matches the current product and is returned for the relevant question. Confirm the public page separately if you have one. A sync warning, stale brief or old answer is a reason to investigate rather than assume the update reached customers.