BoB Operations Manual
The support team's single source of truth: SOPs, troubleshooting guides and templates.
Visit live site ↗
- Role
- Information architecture, writing & build, for BusinessOnBot
- Type
- Internal knowledge base
- Stack
- Docusaurus · React · Tailwind · GSAP · Local search · llms plugin
- Live at
- internal-sop-kb.vercel.app ↗
(01)The problem
Answers lived in people's heads and in chat threads. Every new support agent asked the same questions, and the same WhatsApp issues were debugged from scratch.
(02)Approach · key decisions
01
Structure by the job, not the org
Getting started → Troubleshooting → Tools → Templates. Organised around what an agent is trying to do.
02
Diagnostic guides, not essays
Deliverability, quality ratings, messaging tiers and MM Lite written as step-by-step checks.
03
Make it AI-readable
An llms plugin exposes the KB so AI assistants can answer from the same source as the team.
04
Close the loop
‘Was this helpful?’ on every page plus an issue reporter, so gaps get flagged where they're found.
(03)What's inside
The build.
- WhatsApp deliverability diagnostic guide
- New Relic root-cause guide: ecosystem map, API log tracing, error codes, escalation checklist
- WhatsApp template reference and most-asked FAQs
- Local search, Mermaid diagrams and image zoom
Mobile · 390px
Desktop · 1440px
(04)Outcome
- ✓ Shipped
Live: the knowledge base I own for the support team
- ✓ Shipped
Paired with the public help centre (llms.txt)
What I learned
Documentation is a product. The best KB page is the one that makes the next ticket unnecessary.
Next project →
BOB Orbit
