The building blocks you will meet in the dashboard, the API and these docs. 
Workspace (team, roles, billing)
  └── Knowledge base (the content answers come from)
        ├── Sources ── sync ──► Documents ──► Chunks
        └── Where it answers: widget, form deflector, bots, helpdesk, Ask, MCP, API

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Workspace

Your team’s account. It holds members and their roles, billing and usage, SSO, the activity log and the integrations (widgets, bots, helpdesks, form deflectors). See Workspaces & Team.

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Knowledge base

The content a question is answered from, usually one product, docs site or team wiki. Each has its own sources, settings, client keys and analytics. It is one of two types:
  • External (default): can be published through the widget, the API and MCP.
  • Internal: for your team only. It has no public surface and every document in it is restricted.
See Knowledge Bases.

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Source

One place Kelu reads from: a docs site, a GitHub repository, a Notion workspace, a Zendesk account, an S3 bucket. A sync is one run that fetches it; a sync of a website is a crawl. Sources re-sync on their own, each type on a fixed schedule, except uploaded files and custom answers. See Knowledge sources.

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Document and chunk

  • A document is one page of your content, converted to clean text, with its URL and title. Each is public or restricted: restricted documents answer your team but never appear on the widget, the form deflector or the public API. See Document visibility.
  • A chunk is a section of a document. Search returns chunks, matched both by meaning and by keyword.

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Answers and citations

Kelu picks the chunks that best answer the question and writes an answer from them. Numbered markers such as [1] point to the citations, shown under Sources, each linking to the page it came from. When your content does not cover the question, Kelu says so instead of guessing.

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Surfaces

Where people ask:
  • Website widget: an Ask AI panel on your site. See Widget.
  • Support form deflector: answers on your contact form before a ticket is filed. See Form deflector.
  • Bots: Slack and Microsoft Teams. See Bots.
  • Helpdesk automation: answers, drafts and tags new tickets in your helpdesk. See Helpdesk automation.
  • Agent assist: a sidebar in Zendesk that drafts replies for your agents. An Intercom sidebar is coming later.
  • Ask: your team’s own assistant in the dashboard and the browser extension. See Ask.
  • MCP: lets AI tools such as Cursor and Claude search a knowledge base. See MCP server.

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Keys

KeyLooks likeUse it for
Public client keykl_pk_…Browser code: the widget, the form deflector, the SDKs. Limit it to your domains
Client ID and secretkl_ci_… / kl_cs_…Server code calling the API. Never put it in a browser
Workspace API keyklk_…The Zendesk Agent sidebar app. Made under Settings → API Keys
A client key belongs to one knowledge base and is made on its Integrations tab. See Authentication.