You can create and maintain multiple versions of a knowledge base entry. The number of versions for each knowledge base entry is displayed in the Reply Assistant page. You can edit the existing versions or add new versions. Each new version that you add will be added to the bottom of the list.
When an agent selects an entry, only the entries written in the language of the message will be displayed to the agent. If the agent can’t see some of the entries, check the language that’s been detected for the message, and the language that’s been defined for the entry.