Your Customer Portal articles can do double duty: they help customers find answers on their own, and they can also power your AI agent's responses in live conversations. The Include in AI setting controls which articles your AI agent can draw from.
What "Include in AI" does
When an article has Include in AI turned on, the AI agent can read it and use its content to answer customer questions — even if the customer never visits the portal directly.
When it's turned off, the article is ignored by the AI agent regardless of its published status.
Turning it on or off
- Open any article in the editor.
- In the sidebar, find the Include in AI toggle.
- Turn it on to include the article in the AI's knowledge base, or off to exclude it.
- Save your changes.
Best practices
Include articles that are:
- Accurate and up to date.
- Relevant to questions customers commonly ask your support team.
- Clear and well-structured — the AI reads your content as written, so clarity helps it give better answers.
Exclude articles that are:
- Outdated or archived — always turn off "Include in AI" when archiving an article.
- Still in draft — don't let incomplete content confuse the AI.
- Internally focused or not intended for customers.
Checking your AI knowledge base
To see which articles are currently feeding the AI:
- Go to Customer Portal → My articles.
- Filter by Included in AI: Yes to review the full list.
Audit this list periodically, especially after archiving articles or making major updates, to make sure the AI is working from accurate information.