Knowledge + Web chat: document article visibility (company + audience) Web-Chat.md was actively WRONG in three places — it carried a caveat saying the AI "draws from all published articles regardless of the widget's company" and listed per-company scoping as a future item. That shipped; the page hadn't. Knowledge.md gains a "Who can see an article" section (the two editor settings in plain terms, and the question this will generate: why the chat widget goes quiet on upgrade — every article defaults to Analysts only, deliberately), plus a developer note on the trap: tenant_id IS NULL means "shared with EVERY company" here, the OPPOSITE of tickets/assets, so activeTenantFilter() and apiKeyTenantFilter() must never be used for Knowledge — both would silently hide every shared article, with no error and green tests.
Web chat part 3: mark AI answers, office hours + escalation as live Runtime is wired (send/poll/config/escalate/widget.js). Update both the feature page and the developer guide: office hours, AI (assist/deflect) and escalation now live; only offline-email *delivery* remains. Rewrote the Developer Guide resume plan down to that single piece and noted the source_email_id / Database Verify gotcha.
Add Web chat channel wiki: feature page + developer guide Covers the embeddable website chat widget: end-to-end setup + embed steps, every setting, the public-key vs per-conversation-token security model, origin allowlist (+Referer fallback), rate limiting, the email direction (sends from the company mailbox, never spoofs the visitor), multi-company, the channel reuse (FreeitsmProvider + ingest), data model, public endpoints, the AI-answers/office-hours/email-when-away design, a roadmap of what's still to build, and a developer resume plan. No secrets/keys included.