Question 1

The one-minute version

Accepted Answer

KnowledgeRetention captures what lives in your people's heads — the duties, contacts, deadlines, and unwritten reasons behind how your nonprofit runs — and turns it into plain-language answers anyone on your team can look up. Think of it as digital estate planning for your organization: when someone leaves suddenly, their successor inherits a clear map instead of a mystery.

Question 2

How it works: Capture → Organize → Answer

Accepted Answer

1) Capture: an AI interviewer chats with the person who holds a role — or they record a voice note, or drop in a file. It feels like talking, not homework.
2) Organize: the AI breaks everything into small, reusable facts, each tagged with who said it and when, and flags anything important that's still missing.
3) Answer: anyone in your organization asks a question in plain English and gets an answer with its source attached — or an honest “that hasn't been captured yet.”

Question 3

A tour of your workspace

Accepted Answer

Home: your organization's logo, the Ask box, and quick pills showing how much is captured and what needs attention.
Knowledge Bank (admins): add roles, run captures, watch coverage grow, and inspect everything that's been collected.
Role playbooks: everything known about one role, grouped by topic.
Continuity: the break-glass plan and your designated successor.
People: who's in, and inviting others.
The 💬 Feedback button is always bottom-right.

Question 4

How do I sign in?

Accepted Answer

Go to your workspace address — <your-organization-id>.knowledgeretention.help — or start at the home page, click Sign in, and enter your organization ID. You can tick “Remember this organization on this device” to skip that step next time (don't use it on a shared computer), and use the bookmark button to save your workspace sign-in page.

Question 5

Why am I forced to set up two-factor authentication?

Accepted Answer

Two-factor authentication (TOTP) is mandatory on every account, on every plan — security is never behind a paywall. On first sign-in you'll scan a QR code with any authenticator app (Google Authenticator, 1Password, Authy…) and receive one-time backup codes. Store the backup codes somewhere safe; each works once if you lose your device.

Question 6

Can I sign in with Google?

Accepted Answer

Yes. Click “Continue with Google” on your workspace's sign-in page. Your Google account's email must match the email your organization invited (or the one you signed up with). Two-factor authentication still applies.

Question 7

How do I invite someone (including Google users)?

Accepted Answer

Admins: open People → Invite someone → enter their email and pick a role. The invitee simply creates an account with that exact email — using email + password OR “Continue with Google” (if their Google account uses that address). No invite link to forward. After two-factor setup they land straight in the workspace. Invitations expire after 14 days.

Question 8

What do the roles mean?

Accepted Answer

Viewer and Editor: read the knowledge base and ask questions. Admin and Owner: everything — create roles, run captures, organize, edit/delete knowledge, generate continuity briefs, invite people, export data. Capturing and exporting are deliberately admin-only.

Question 9

How do I change someone's role or remove them?

Accepted Answer

Admins: open People — each member row has a role selector and a Remove button. Removal takes effect immediately; if the person signs in again they land in the approval queue, not the workspace. Owner changes are owner-only, and the last owner can never be demoted or removed — make someone else an owner first. On plans below Community, one admin is included; more admins need Community.

Question 10

What is a designated successor?

Accepted Answer

An admin can name a successor on the Continuity page. That person holds a standing invitation (valid one year): if they ever need to step in, they sign up with the named email — password or Google — pass two-factor setup, and inherit admin access automatically.

Question 11

How does the AI interview work?

Accepted Answer

From the Knowledge Bank, open a role and hit Capture. The AI asks one question at a time — the questions a good successor would ask. Answer in plain language; you can pause any time (“Save & finish later”) and the interview resumes exactly where you left off. When you finish, everything is organized into knowledge items automatically and is immediately askable.

Question 12

How do voice notes and file uploads work?

Accepted Answer

On any role's capture page you can record a voice note or drop in a file (documents, PDFs, images, audio). Both require ticking the acknowledgement checkbox first — a reminder not to include passwords, SSNs, or other sensitive personal information. Voice is transcribed (AssemblyAI, with our no-training opt-out and 1-day audio retention), documents are read, and everything is organized into knowledge items.

Question 13

Why was my message blocked with a red warning?

Accepted Answer

If typed input looks like a Social Security number or payment card number, we block it before it reaches the AI — that's by design, and it goes against the guidance you acknowledged. Remove the number and point to where it lives instead: “the card details are in the finance binder” is perfect. Voice and file captures are automatically scrubbed of detected sensitive numbers as a backstop.

Question 14

What should I never capture?

Accepted Answer

Passwords, PINs, login credentials, Social Security numbers, government IDs, full bank/card numbers, health records, or gossip about colleagues. Capture how the work gets done and where things live — never the secret itself.

Question 15

Where does my captured knowledge go?

Accepted Answer

Every capture is broken into atomic knowledge items — one fact, duty, contact, or deadline each — with the source attached (who said it, when, via what channel). Admins can see everything, including raw transcripts, in the Knowledge Bank; each role also has a playbook grouping its items by topic.

Question 16

How do answers work?

Accepted Answer

Ask a question in plain English on your workspace home page. The answer is grounded only in your organization's captured knowledge and cites its sources (“According to Maria, captured July 2026…”). If the knowledge isn't there, it says so honestly and suggests who might know — it never invents facts.

Question 17

What is “Key missing information”?

Accepted Answer

When the AI organizes a capture, it flags gaps — things a successor would need that nobody has documented. Each gap has a Capture button that starts an interview aimed directly at that missing piece, so you don't have to remember what was missing.

Question 18

Can I edit or delete a knowledge item?

Accepted Answer

Admins can. Open the role's playbook — every item has Edit and Delete controls. Edits re-stamp the item as freshly confirmed; deletes are permanent and audited.

Question 19

What does “may be stale” mean?

Accepted Answer

Knowledge not re-confirmed in 180 days gets flagged so someone can verify it's still true. Community plans add scheduled review calendars that create these reminders on a cadence you set.

Question 20

What is a continuity brief?

Accepted Answer

The break-glass document a successor opens on day one: what's in flight, upcoming deadlines, where access lives (pointers only — never actual passwords), key contacts, and known gaps. Generate one on the Continuity page (Preferred and Community plans); it's built only from your organized knowledge, with sources attributed.

Question 21

How do I export our data?

Accepted Answer

Admins: click Export in the workspace header. You get a single structured JSON file with every role, knowledge item (with provenance), capture transcript, continuity brief, and reminder. Export is available on every plan, always.

Question 22

What happens to our data if we leave?

Accepted Answer

Canceled accounts keep their data available for export for 90 days, then it's deleted. You're encouraged to keep your own copies of anything operationally critical.

Question 23

Is our data used to train AI?

Accepted Answer

Never. Not by us, not by our AI providers (Anthropic and AssemblyAI process it under no-training terms; we've also opted out of AssemblyAI's model-improvement program and audio is deleted from their systems within one day). We never sell or rent your data, and organizations are isolated from each other at the database layer. Full detail is in the Privacy Policy.

Question 24

How do I sign out?

Accepted Answer

Click “Sign out” at the right end of the workspace header.

Question 25

What do the plans include?

Accepted Answer

Every plan gets the same core: capture, sourced answers, export, review reminders, two-factor auth, unlimited members, and database-level isolation. What differs is how many roles you can capture.
Founder — 1 captured role, $0 forever.
Core — 3 IRS mandated minimum roles, $60/year. Built for the three officer roles the IRS requires of a non-profit board: President, Secretary and Treasurer. We set those three up for you.
Preferred — 7 captured roles, $75/year, plus the handover flow, the break-glass continuity brief, and designated successor access.
Community — unlimited captured roles, $120/year, plus scheduled review calendars, the REST API, multiple admins, and priority support.
Preferred and Community are open for self-serve purchase (monthly or annual); Core is coming soon.

Question 26

What happens when I hit my role limit?

Accepted Answer

Creating the next role is refused outright — the limit is enforced in the database, not just in the interface. Nothing you already captured is ever removed or hidden when a limit changes: existing roles stay, you simply can't add another until you upgrade.

Question 27

How do I report a bug or suggest something?

Accepted Answer

The 💬 Feedback button floats on every page of your workspace — pick a category, type, send. It goes straight to the team with the page you were on attached. Email works too: support@knowledgeretention.help.

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