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Create your workspace

What a workspace is, what it contains, and the settings worth getting right before you invite anyone.

2 min readUpdated August 2026
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What a workspace is

A workspace is your company's isolated space in Kognit. It holds your tickets, contacts, connected accounts, knowledge base, automations, and billing.

Isolation is enforced on the server, not in the interface: every record carries the workspace it belongs to, and every query is filtered by the identity of the caller. There is no setting that lets one workspace read another's data.

Creating one

Sign up with email and password or with Google. The workspace is created automatically on first sign-in — there is no separate "create organisation" step.

You will be asked for:

  • Company name. Used in AI replies and email signatures, so use the name customers recognise, not your legal entity.
  • Category. Ecommerce, SaaS, or services. Seeds your starting knowledge suggestions.
  • Support email. Where Kognit sends you notifications. Not the address customers write to.

Set your brand voice early

Under Settings → Brand, describe how you want the AI to sound. This text is passed to the model on every generated reply, making it the highest-leverage setting in the product.

Be behavioural rather than adjectival:

Weak: Friendly and professional.

Strong: Warm but brief, never more than three sentences. Always name the specific product the customer asked about. Never apologise twice in one message. Sign off as "the Team at Northwind" — never a personal name.

Set your ticket prefix

Under Settings, choose the prefix for ticket references (for example NW-). It appears in email subject lines and is what customers quote back to you. Pick it before you go live — changing it later leaves older tickets on the old prefix.

What to configure before inviting people

SettingWhy it matters first
Brand voiceEvery AI draft your team reviews is shaped by it
Ticket prefixChanging it later splits your reference numbers
RolesDecides what new teammates can see on day one
Sender domainReplies land in spam until the domain is authenticated

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