Your help center articles do two jobs. Customers read them in your portal, and the AI agent uses them to answer questions in conversations.
Which articles the AI agent uses
- Every article is part of AI knowledge from the moment you create it. You don't switch anything on.
- Published and draft articles are both used. An article can stay a draft, hidden from customers, and still be used by the AI agent.
- Archived articles are never used.
- Articles in every language of your portal are used.
Keep an article away from the AI agent
- Go to AI agent → Knowledge and open the Help articles tab.
- Find the article. Click the search icon to search by title. The search bar also has a filter with All, Active and Inactive.
- Switch off Active on its row.
The article stays in your portal for customers. Switch Active back on to include it again.
The article editor has no switch for this. You change it with Active on the Knowledge page.
What to keep out
- Unfinished drafts. A draft is used like a published article until you switch Active off.
- Outdated articles. Archive them or switch Active off.
- Internal notes that customers should not hear about.
Who can do this
AI agent → Knowledge is available to Managers and Administrators.