How to edit information in the knowledge base
Copper CRM has no native knowledge base, so editing information means locating the correct document in Google Drive, modifying it there, and verifying that Copper records with the attached note remain relevant. Without a centralized KB, each update requires coordinating two different tools. In Teeo, one message updates the entry immediately.
How to do it in Teeo
“Edit in the knowledge base: the entry about [topic] should now say [new information]”
The entry is updated in the knowledge base immediately.
How to edit information in the knowledge base in Copper: step by step
Requirements
- ·Copper CRM does NOT have a native knowledge base. Editing information is done directly in Google Drive, outside of Copper.
- ·Changes in Google Docs are reflected in real time for all users with document access, but there is no automatic notification in Copper.
- ·If the edited document was attached as a note in a Copper record, the note will still show the same link; the updated content will be visible when opening the document in Drive.
- ·Requires active Google Workspace. Without Google Drive access, managing the knowledge base workaround is not possible.
Go to Google Drive and locate the knowledge base folder
Open drive.google.com with the Google Workspace account linked to Copper. Navigate to the folder you created for the knowledge base (e.g., 'Knowledge Base — [Company]'). If you have many documents, use Drive's search to find the article you want to edit.
Open the corresponding Google Docs document
Double-click on the document containing the information you want to update. The document will open in the Google Docs editor. Verify that the document title matches the topic you want to edit.
Activate editing mode
In the upper right area of the Google Docs editor, make sure the mode is set to 'Editing' (not 'Viewing' or 'Suggesting'). Click the pencil icon if needed to switch to editing mode.
Locate the text you want to modify
Use Ctrl+F (or Cmd+F on Mac) to open the in-document search and quickly locate the section or phrase you need to update. This is especially useful in longer documents.
Make the necessary changes
Edit the text directly in the editor. You can add, modify, or delete content. Google Docs saves changes automatically. If you want changes to be trackable, activate 'Suggesting' mode before editing, which creates a revision history.
Review version history if needed
To see what changes were made and by whom, go to 'File' → 'Version history' → 'See version history'. This lets you restore previous versions if something went wrong during editing.
Notify your team of the change (manual)
Copper does not automatically notify when an attached document changes. You must manually notify your team: you can add a comment in the Google Docs document (@mentioning colleagues) or send a message through your usual communication channel.
Verify the note in Copper is still valid
Log in to Copper (app.copper.com) and locate the record where you attached the note with the document link. Open the note and verify the link is still correct. If the document URL changed, update the note in Copper with the new link.
Frequently asked questions
Does Copper automatically notify when a knowledge base document is edited?
No. Copper CRM has no notification system tied to Google Drive document changes. Any update must be communicated manually to the team, either through comments in Google Docs itself, by email, or through team messaging channels.
Is an edit history saved in Copper's knowledge base workaround?
The change history is managed in Google Docs, not in Copper. Google Docs automatically saves a complete version history accessible from 'File → Version history'. Copper has no visibility into these changes.
What happens if multiple team members edit the same document at the same time?
Google Docs supports real-time collaborative editing. If two people edit the same document simultaneously, both will see each other's changes in real time. Google handles conflicts automatically and shows who is editing each section at that moment.