Knowledge Base Index

This index lists all 19 KB categories available for targeted retrieval. Each category contains Problem/Solution pairs that guide AI response generation.

Categories

Sensitive Categories (Always Route to L2 Human Review)

• subscription_cancellation (17 entries) - User wants to cancel their Studyflash subscription. Includes step-by-step cancellation instructions for web, iOS App Store, and Google Play Store. Also covers confirmation requests, accidental cancellations, and users who want to cancel but keep access until period ends. SENSITIVE
• refund_request (13 entries) - User is asking for money back. Includes refund eligibility (only for web purchases within 14 days), App Store/Play Store refund redirects, partial refund scenarios, and responses for users outside refund window. Also handles "I want my money back" variations. SENSITIVE
• billing_invoice (10 entries) - User needs invoice/receipt, has payment questions, or disputes charges. Includes how to download invoices from account settings, VAT/tax questions, unexpected charges, payment method issues, and billing cycle clarifications. SENSITIVE

Account & Access

• account_issues (18 entries) - Login problems, password resets, email changes, and account deletion requests. Covers Error 500 during login, "account not found", locked accounts, switching between email/social login, and GDPR deletion requests. Key pattern: if user can't access their account at all.
• technical_errors (15 entries) - App crashes, Error 500, blank screens, features not loading, and general "something is broken" reports. Covers browser cache issues, incognito mode troubleshooting, app reinstallation, and when to escalate to dev team. Key pattern: user reports something that should work but doesn't.

Core Features

• flashcard_issues (19 entries) - Creating, editing, viewing, and deleting flashcards and decks. Covers "how to create flashcards" (web vs mobile), cards not generating, editing existing cards, merging decks, deck limits, and flashcard display problems. This is Studyflash's primary feature.
• podcast_issues (30 entries) - Creating AI-generated podcasts from study materials. Covers how to create podcasts (requires subscription + new deck creation), podcast not generating, audio quality issues, podcast limits per plan, and "where is the podcast option" questions. Premium feature.
• quiz_issues (9 entries) - Quiz generation and functionality. Covers how to create quizzes from decks, quiz not generating, wrong answers in quiz, quiz display issues, and quiz limit questions. Quizzes are generated from existing flashcard decks.
• summary_issues (14 entries) - AI-generated summaries from uploaded documents. Covers summary not generating, summary quality complaints, summary too short/long, formatting issues, and how to regenerate summaries.
• mindmap_issues (3 entries) - AI-generated mindmaps from study materials. Covers mindmap not generating, display issues, and export problems. Less common feature with limited KB coverage.
• video_issues (2 entries) - AI-generated video explanations. Covers video not generating and playback issues. Newer feature with minimal KB coverage.
• mock_exam_issues (0 entries) - Practice exam simulation feature. Currently a placeholder for future feature launch - no entries yet. Classify here if user asks about mock exams or practice tests.

Content & Language

• content_upload (34 entries) - Uploading PDFs, PowerPoints, images, and other documents. Covers supported file formats, upload failures, file too large, scanned PDF issues, image quality problems, and "why isn't my document processing" questions. Critical path for all Studyflash features.
• language_issues (12 entries) - Output language problems. Covers flashcards/summaries generated in wrong language, how to change language settings, mixed-language output, and language not available errors. Studyflash supports multiple languages for content generation.
• data_loss (7 entries) - User reports missing or disappeared content. Covers lost flashcards, deleted decks, content that "vanished", and recovery options. Often requires investigation or escalation.

Subscription & Pricing

• subscription_info (17 entries) - Questions about plans, pricing, and features (NOT cancellation or refunds). Covers plan comparison, what's included in free vs premium, how to upgrade/downgrade, student discounts, and feature availability questions. Use when user is asking about subscription details, not trying to cancel.

General & Catch-all

• general_how_to (17 entries) - General usage questions that don't fit specific feature categories. Covers "how does Studyflash work", navigation help, feature discovery, and broad "how do I..." questions. Use when the question is about general app usage rather than a specific feature.
• misunderstanding (0 entries) - User treats the support form as a chatbot or AI tutor (e.g., "what is photosynthesis?", "explain this topic"). These users should be directed to Max, the AI tutor available in their decks/courses. No Problem/Solution entries - just redirect.
• garbage (0 entries) - Meaningless input with no valid support request. Includes empty messages, random characters, keyboard mashing, single letters, or completely nonsensical text. Auto-close without response.

Usage

Load category-specific content using KBService.get_kb_content_by_category(category_name).

Classification Guidance

When classifying user emails:

1. Intent over keywords: Focus on what the user wants to accomplish, not just words they use
2. Sensitive first: If request touches cancellation, refund, or billing, use those categories even if other topics mentioned
3. Feature-specific: Match to the specific feature having issues (flashcard, podcast, quiz, etc.)
4. Escalation signals: Data loss, repeated failures, and angry users may need human attention regardless of category