Overview
Console is designed to plug directly into the systems your IT and HR teams already use everyday. Instead of asking organizations to migrate content, restructure documentation, or adopt new workflows, Console integrates with your existing stack – knowledge bases, identity providers, HRIS systems, MDM tools, and SaaS applications – and uses the data and logic already in those systems to provide accurate, contextual support.
How Console uses your existing systems
Reads and retrieves documentation from your knowledge systems
Console integrates with the tools where your IT and HR documentation already lives, such as:
Internal knowledge bases
Shared drives or document hubs
HR onboarding materials
IT operational runbooks
SaaS or device configuration guides
Internal handbooks and process documents
No reformatting or migration is needed. Console reads your documentation directly.
Understands and structures your documentation
Once connected, Console analyzes your documentation to identify:
Definitions (applications, groups, roles, assets, processes)
Procedural steps (how to reset, configure, request, update, verify)
Conditions and exceptions
Rather than requiring templates or rigid formatting, Console adapts to the structure of your documentation. This enables Console to understand instructions the same way a human IT or HR admin does – interpreting guidance, rules, and procedures in natural language.
Using documentation to answer employee questions
When an employee asks a question in Slack, Console retrieves and interprets your
documentation to generate a clear, consolidated answer. Instead of linking users to a dense and wordy policy page, Console synthesizes the relevant portions and tailors it to the user (e.g., if an employee generically asks Console “What is the PTO policy?” Console will be able to determine where that employee lives and pull up the relevant PTO policy for their geography).
Previously inaccessible documentation therefore becomes searchable, understandable, and actionable in real-time.
Applying documentation to guide decisions
Documentation often includes rules or guidance such as:
Eligibility requirements
Preconditions (e.g., employment status, device compliance, training completion)
Department-specific procedures
Escalation paths
Console uses this information to:
Provide informed responses
Help users understand requests and take action on their behalf
Surface relevant policy requirements within a request
Keeping documentation connected and up to date
Because Console reads your documentation directly from the sources you connect:
Updating a document automatically flows through to Console’s understanding
Policy adjustments are reflected in future answers
Teams can maintain content in their existing systems
No duplication or re-authoring is required
Your documentation remains the single source of truth, and Console reflects whatever is current.
Creates Snippets and constantly updates your knowledge base with user feedback
Console enables users to create Snippets, which serve as reference documents that Console can use to instantly answer commonly asked questions and provide standardized responses to employees. Console also reads your tickets and uses patterns in them to suggest additions to your knowledge base based on human feedback. This creates a constant feedback loop between human interactions and Console.
Console makes your existing IT and HR documentation dynamic and accessible. By interpreting policies, procedures, and internal guides, Console provides immediate, accurate answers to users and ensures they follow the right processes. You keep your documentation where it already lives – Console simply uses it more effectively.