01Foundation layer
Product Ontology
Model your product as structured entities: features, plans, roles, workflows, states, integrations, and errors. Articles reference concepts; concepts do not disappear inside documents or loose tags.
Product
Support answers tied to the product screen where users need help.
Canonica gives small SaaS teams a governed support knowledge layer: product surfaces, canonical answers, release-aware review, and a signal queue for recurring gaps.
Canonica Engine
Built as a knowledge control plane, not a chatbot wrapper.
These are the implemented architecture layers behind the website, widget, help center, tickets, and governance screens.
02Core engine
Canonical Answer Engine
Governed, versioned, entity-bound answers are retrieved before fallback. When an approved answer matches the same scope and version, users get the same support truth every time.
03Control plane
Drift Governance
Version mismatch, signal anomaly, scope conflict, and deprecated entity checks flag stale answers through nightly audits and release review. Advisory, never blocking.
04Self-improvement
Signal Mutation
Tickets, negative feedback, fallback searches, and escalations become structured signals. Signals cluster by entity and propose knowledge changes for human approval.
Launch Setup
Go from blank support to a working support layer
Create a workspace, add your product details, import the help content you already have, and verify the widget on your own product pages.
- ✓Product profile, support email, billing model, and main product pages
- ✓Knowledge import for docs, FAQs, starter answers, and existing files
- ✓Activation checklist for widget install, allowed origins, and first answer readiness
- ✓Initial product surfaces so coverage is measured by page, not only by article count
- ✓Human review before generated drafts become approved answers
Support Control
Show help that matches the page the user is on
Canonica receives safe route and product-surface context from the widget, so billing, onboarding, settings, and release questions can resolve to different help.
- ✓Widget install script with allowed-origin and blocked-route controls
- ✓Safe context payloads for page, feature, workflow, plan, and role hints
- ✓Related articles and changelog entries filtered by product surface
- ✓Tickets as fallback when approved content is missing
- ✓Mobile-first widget UI for end users inside client products
Knowledge Governance
Serve approved answers before fallback
Canonica treats approved support answers as durable product knowledge. Fallback can help while coverage grows, but repeated fallback becomes a visible gap.
- ✓Canonical-first retrieval before RAG fallback
- ✓Owner-approved answer drafts and mutation proposals
- ✓Coverage metrics by surface, entity, and answer readiness
- ✓Cache freshness checks so updated content does not serve stale answers
- ✓Audit trail for answer review and governance actions
Release Awareness
Keep support aligned when the product changes
Changelogs, product surfaces, and affected answers stay connected, so a release can point owners to the support content that needs review.
- ✓Changelog entries assigned to surfaces, tags, and affected answers
- ✓Drift flags for stale or conflicting support knowledge
- ✓Release impact checks without creating a separate scheduler
- ✓Weekly digest of what needs review next
- ✓Summary-backed readiness metrics to avoid expensive dashboard scans
Support Gap Loop
Turn missed questions into better knowledge
Tickets, low-confidence answers, and negative feedback become signals. Canonica clusters those signals and routes the useful ones into owner-reviewed improvements.
- ✓Fire-and-forget signal writes with bounded payloads
- ✓Signal-to-knowledge queue for recurring gaps
- ✓Draft canonical answers for owner review
- ✓Ticket resolution extraction when a support case teaches the product
- ✓Cost-conscious summaries for dashboards and scheduler discovery
See it in action
Try the static demo first, then create a workspace and connect your own product.
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