Every single day, before your employees have even started their real work, they have questions. Not big questions, not complicated ones, just the kind of question that sits in the back of their mind while they are trying to focus on something else.

According to McKinsey, the average employee spends 1.8 hours every day, or 9.3 hours every week, searching and gathering information. To put it another way, for every five people you hire, one of them spends their entire working day not doing the job you hired them for, just looking for answers. A Glean survey of over one thousand knowledge workers found that employees spend on average at least two hours a day, a full quarter of their working week, looking for the documents, information, or people they need to do their jobs. Nearly half, or 43 percent, said they would consider leaving a job if there was not an efficient or easy way to access information.

That is not a productivity problem. That is a confidence problem. Employees who cannot find answers start doubting themselves, doubting the organization, and eventually lose motivation. Knowledge workers spend 47 percent of their time on low-value tasks, including searching for information across fragmented tools and platforms. Communication alone eats sixty percent of the workday, leaving only forty percent for focused work. Over 2.7 billion workers globally are deskless, yet most enterprise digital tools were built exclusively for people sitting behind a screen.

Meet Navigator. It is always accessible through text or voice, consolidates all your company information into one trusted assistant, and connects your existing systems. It delivers personalized, accurate answers in over 110 languages to help employees get their job done efficiently.

At 11pm, nurse Mabel is checking a central line. She asks Navigator whether the protocol changed last week. She gets the right answer right there, right then, without leaving the patient or opening a laptop. Clara, a new hire, asks about her home office budget in German. Navigator answers in German, tells her exactly what she is entitled to, how much is left, and links directly to submit in Workday. No HR ticket, no waiting, no wrong answer from a generic tool. At 5am, store manager Albert asks by voice for the opening checklist and gets a step-by-step response, both hands occupied.

Questions will always be there. The question is whether your organization is set up to answer them on the device employees carry, in the language they speak, in the moment they ask. Navigator makes sure you have the answer. From question to done, all in one conversation.

Once Navigator is activated, you will find it in Studio under Content, System, Navigator. You will land on the Overview tab, which gives you a single-page summary of your Navigator setup with links to each configuration area so you can jump directly to what you need.

If you have not upgraded to Navigator 2.0 yet, you will see a button to start the upgrade. Click Upgrade to Navigator 2.0, confirm in the dialogue, and wait for the activation screen to complete. Once done, you will arrive at the Overview page and can begin configuring from there.

Navigator 2.0 introduces AI-assisted configuration, which means Navigator automatically generates a starting point for your setup based on your existing platform content, including a company and audience profile, an organization-specific glossary, and suggested conversation starters. The configuration is also reorganized into dedicated tabs. Any configuration you have already done in Navigator 1.0 is fully preserved when you upgrade. Nothing is lost.

The Identity tab is where you define how Navigator presents itself to your employees. You will see the organization and audience profile here, automatically suggested from content found within your platform. Navigator already has a starting point for understanding who your organization is. You can go in and edit it to make sure it accurately reflects the company and employees.

Under AI Assistant Profile, you give Navigator a name and a greeting. The name appears as the header and throughout the conversation, so choose something short and on brand. The greeting sits below the logo before a conversation starts. You have fifty characters, so keep it welcoming and clear.

From this tab, you can also go to Navigator Branding to update the logo and appearance of Navigator.

The Knowledge tab controls what Navigator can draw from to answer questions. Under Spaces Access, you can choose which spaces Navigator can retrieve content from. By default it accesses all spaces, which is the right choice for most organizations. Your existing user permissions are always respected, so Navigator will never surface content an employee could not already see in their intranet. If you want a narrower scope, for example during a phased rollout, you can choose selected spaces only or exclude specific ones such as legal or executive spaces.

Pages Access gives you the same level of control specifically for pages. By default, Navigator can access all pages across the platform. You can focus it on a curated set, such as a specific HR or IT knowledge base, or exclude specific pages that are not quite ready yet.

The News Channels section controls whether Navigator uses news posts as a knowledge source. The toggle is on by default. If you prefer Navigator to answer only from structured pages rather than news articles, you can switch this off. If you keep it on, you can scope by channel and set a content freshness time frame, for example the last one year, so Navigator only retrieves news published within that window and older posts are automatically excluded.

When Employee Directory Access is enabled, Navigator can answer questions about people, for example helping users find someone fluent in French or an expert in a specific area. Directory permissions are still enforced per viewer, so employees only see people they are already allowed to find.

The Helpers tab is where you set up Experts and Conversation Starters. Experts are focused knowledge guides you build around specific topics, while Conversation Starters are the prompt buttons employees see before they type their first question.

Previously known as Assistants, you can create up to ten Experts, each tailored to a specific topic like onboarding, HR policies, or IT support. To create one, click Create Expert. Give it a name employees will recognize when it is cited in a response. Write instructions that describe the type of questions it should handle, think of these as a routing rule written from the employee's point of view. Under Sources, you link the relevant pages, and under Files you can upload supporting PDF documents such as a handbook. PDFs only, so convert Word or Excel files before uploading. When a user asks a question, Navigator checks each expert's instructions and routes them to the best match automatically. If no expert matches, Navigator falls back to the default spaces and pages search.

Conversation Starters are the prompt buttons employees see before they type their first message. You can add up to six. Each has a display text, the label on the button up to 35 characters, and a prompt up to 200 characters. Make these specific and time relevant. "How do I apply for parental leave" is far more useful than "tell me about benefits." You can drag and drop them to prioritize the most important ones, and add translations for each one if your organization uses multiple content languages.

The Integrations tab is visible only if an integration is activated for your platform. This is where you connect Navigator to external systems so employees can get everything they need in one place, taking action directly from the conversation rather than switching between apps.

If your platform has the ServiceNow integration enabled, employees get a single entry point for all ServiceNow services directly inside the conversation. Navigator can search the ServiceNow knowledge base, surface catalog items, and show employees their existing tickets, all based on what they ask in plain language. For example, if an employee asks whether they have any open IT tickets, Navigator can retrieve that information directly in the chat.

The ServiceNow integration uses the employee's own ServiceNow credentials, not a shared admin connection. Before an employee can access ServiceNow content or create tickets through Navigator, they need to sign in to their ServiceNow account from within the Staffbase intranet. This is a one-time step per user. Once signed in, Navigator respects their individual ServiceNow permissions so employees only ever see tickets and catalog items they are already entitled to access. Before going live with the integration, it is worth communicating to employees that they will need to complete that sign-in step the first time they use it.

Forms are how you enable ticket creation through Navigator. Without a form configured, Navigator can search ServiceNow and show existing tickets, but employees cannot create new ones from the conversation. When you add a form, you give Navigator a named link, a URL pointing to a specific ServiceNow request form, along with instructions for when Navigator should offer it. For example, you might add a form called IT Support Requests with instructions like: use this form when an employee wants to raise a new IT issue or request equipment. Navigator will then recognize when to surface it directly in the chat. You can add as many forms as you need and edit or delete them at any time.

The Glossary tab is where you define the internal terminology that Navigator uses to understand your organization's vocabulary, such as acronyms, internal product names, team names, and process names, to avoid misinterpretation. The glossary can hold up to forty terms. Navigator does not just store these terms for reference, it actively uses them during conversations. When an employee asks a question that includes a term from your glossary, Navigator uses the definition you have provided to understand the context correctly and generate a more accurate response. Think of it as giving Navigator a pocket dictionary of your company's language before it talks to your employees.

The good news is you do not have to start from scratch. When you upgrade to Navigator 2.0 or configure for the first time, the glossary is automatically prefilled based on terminology found in your existing platform content. Navigator has already scanned your pages and news and made its first pass at terms it thinks are relevant. From there, your job is to review what has been generated, fill in any gaps, and make sure the definitions are accurate.

To add a new term, click Create New Term, enter the term or abbreviation, and write a definition that explains what it means and how it is used in your organization, not a generic dictionary definition, but the specific meaning in your context. Then click Create to save. To edit an existing term, add a translation, or delete a term, use the three-dot menu next to any term. Navigator will use the version that matches each employee's preferred content language automatically.

The Settings tab controls visibility, feedback, access, and privacy. Under Visibility, choose which users or user groups can see Navigator and on which devices, desktop, mobile, or both. Both are on by default. If you want to run a desktop-only pilot first, uncheck mobile here.

Under Navigator Admin Access, you define who can manage Navigator settings, conversation starters, and experts. You can grant access by user group or by named user. During initial setup, add two to four named colleagues. Once you are comfortable, migrate to a group for easier long-term management.

User Feedback, when enabled, lets employees give a thumbs up or thumbs down on any answer and add written feedback on a thumbs down. This is your most important feedback loop in the first ninety days.

Finally, Privacy Settings. You can choose to anonymize messages in conversation logs. When enabled, the message content is removed from logs and only the triggered search prompt is retained. This helps protect user privacy. Note that once content is anonymized, it remains that way even if you later turn this option off.