Document360
Kovai Limited · Productivity · Leaning
Document360 is an AI knowledge base platform from Kovai for building product docs, help centers, and internal wikis, with Eddy AI handling search, answers, and content drafts.
About Document360
What Is Document360
Document360 is knowledge base software for teams that publish documentation. It splits the work into two parts: a portal where writers and reviewers create and approve articles, and a reader-facing site where customers or staff search for answers. Both live in the same project, so a draft becomes a live page without a separate publishing tool.
The main problem it solves is scattered documentation. Support teams, technical writers, and product managers often keep answers in Confluence, shared drives, or chat threads. Document360 pulls that content into one searchable place, then gives readers a fast search bar, related articles, and an AI assistant that answers questions from the library. For teams with over a thousand articles, bulk tools and category management matter more than writing features, and that is where the platform spends effort.
The biggest limitation is pricing. Document360 does not publish flat plans. You answer a short questionnaire about workspaces, languages, team accounts, and AI usage, then get a quote. Small teams can find this harder to budget than a fixed seat price, and there is no free tier to test the paid features without a sales conversation.
Getting Started
- Request a demo or start from the vendor's setup flow, then confirm your project type: public knowledge base, private internal handbook, or a mix of both.
- Import existing content from Word, Confluence, Google Docs, SharePoint, or PDFs, or begin with a blank project and build categories.
- Invite editors and reviewers, then set roles so drafts route through approval before they go live.
- Customize the reader site with your domain, branding, and navigation, then publish and share the link with customers or staff.
Product Information
A quick look at Document360's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Technical writers
- Customer support teams
- Product and engineering teams
Tasks
- Publishing a product help center
- Running an internal knowledge base
- Reducing repeat support tickets
Scenarios
- A SaaS team whose docs have outgrown a shared folder
- A support org with a growing backlog of repeated questions
- A company documenting procedures across offices
Key features
Eddy AI for Search and Answers
Eddy AI is the platform's AI layer. It powers AI search and answer inside the knowledge base, drafts content and FAQs, detects duplicate articles, and auto-generates glossaries. A chatbot add-on extends the same answer engine into an embedded widget, pulling from your docs, files, and support tickets. The value is that readers get a direct answer instead of a list of links, which shortens the path from question to resolution.
Two Editors in One Project
Document360 ships two editors: a Markdown editor and an advanced WYSIWYG editor. Writers can switch based on the task rather than the tool, and the vendor claims the pairing improves editing speed by up to 30%. Formatting stays consistent because both editors write to the same article model, and you can start every article from a template to keep structure uniform across a large library.
Custom Workflow Builder
The workflow builder automates task assignment, review cycles, and publishing. You set stages so an article can't go live until named reviewers sign off, and reminders keep audits from slipping. For regulated or fast-moving products, this turns documentation into a repeatable process instead of an ad hoc one. Bulk publishing, hiding, moving, and deleting let you act on many articles at once.
Reader-Facing Search and Navigation
Search is the feature most readers actually touch. Filters, tag-based search, AI search, and search within attachments help people find the right article quickly, and related-article suggestions keep them reading. The vendor reports that related articles lift session length by up to 25%, which matters when the goal is self-service rather than a contact form.
Analytics Across Content and Readers
Pro analytics cover articles, categories, searches, authors, readers, feedback, and links, plus country-level breakdowns. Page-not-found and search analytics are the useful ones for content gaps: they show what people looked for and could not find. Teams use this to decide what to write or rewrite instead of guessing.
Security and Access Control
The platform supports roles and permissions, IP restriction, SSO, SCIM, and JWT for programmatic access. All plans are SOC 2 Type II compliant, with ISO 27001 certification and GDPR readiness. You can pick a datacenter region for performance and data-residency reasons, and daily backups with point-in-time restore limit damage from a bad edit.
Integrations and API
Document360 connects to support and analytics tools including Zendesk, Freshdesk, Intercom, Slack, Microsoft Teams, Salesforce, and GitHub, along with automation through Zapier and Make. API support lets teams pull content or push updates into other systems. The breadth matters for teams that do not want a documentation tool to become an isolated island.
Pros and cons
Pros
- Combines writing, publishing, search, and AI answers in one platform, so teams avoid stitching together several tools.
- Eddy AI search returns direct answers from your own content, which suits self-service support.
- Granular analytics on searches, readers, and feedback make content gaps visible.
- Strong compliance footing with SOC 2 Type II, ISO 27001, and GDPR, plus selectable datacenter regions.
- Broad integration list, including Zendesk, Slack, Salesforce, and GitHub, keeps docs connected to daily tools.
Cons
- No flat or public pricing, so you cannot estimate cost without contacting sales, which slows budget planning.
- There is no free plan, so evaluating paid features means a demo or trial conversation.
- The AI chatbot and AI Premium Suite features sit behind optional add-ons, raising the real cost above the base quote.
- The platform is aimed at documentation-heavy teams, so a small team with a few dozen articles may pay for tools it will not use.
Frequently asked questions
Document360 is used to build and host knowledge bases: product documentation, help centers, user manuals, SOPs, and internal wikis. Teams write and approve articles in a portal, then publish them to a searchable site for customers or employees, with AI search and answers on top.
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