{"Status":true,"Message":"","Response":{"post":{"postuid":"b234ade1-b9c9-4e59-9a24-107333c1f089","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Chat Knowledge Sources","slug":"article/chat-knowledge-sources","html":"\u003Cp\u003EKnowledge sources are the HelpGuides projects your chat\u0027s AI agent answers from. Many companies split their content, for example product docs, developer docs and sales material. The AI can use any of your projects and pick the right one for each question.\u003C/p\u003E\u003Ch2 id=\u0022choosing_sources\u0022\u003EChoosing sources\u003C/h2\u003E\u003Cp\u003EGo to \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then the \u003Cb\u003EAI agent\u003C/b\u003E tab, and scroll to \u003Cb\u003EKnowledge sources\u003C/b\u003E. Every project in your account is listed.\u003C/p\u003E\u003Col\u003E\u003Cli\u003ETick each project the AI may answer from.\u003C/li\u003E\u003Cli\u003EFor each one, describe \u003Cb\u003Ewhat it covers and when to use it\u003C/b\u003E. The AI reads these descriptions to decide where to look.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003ESave settings\u003C/b\u003E.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EIf you tick nothing, the AI answers from the messenger\u0027s own project. If you leave a description blank, the project\u0027s own description is used.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/8f48af9bfd34477eb6b8fa4feb3bdd3c.png?v=-1041329551\u0022 data-width=\u0022986\u0022 data-height=\u0022760\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022Knowledge sources: three projects ticked with descriptions, one of them with Link to articles switched off as an internal source, and one project not ticked\u0022/\u003E\u003Cfigcaption\u003EAI agent tab, Knowledge sources\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022writing_good_descriptions\u0022\u003EWriting good descriptions\u003C/h2\u003E\u003Cp\u003EBe concrete about topics and who asks them:\u003C/p\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EProject\u003C/th\u003E\u003Cth\u003EDescription\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EProduct documentation\u003C/td\u003E\u003Ctd\u003EHow to use the app: campaigns, email, SMS, contacts and reports. Use for how-to and troubleshooting questions from customers.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EDeveloper documentation\u003C/td\u003E\u003Ctd\u003EREST API, webhooks, JavaScript SDK and integrations. Use for code, API and integration questions.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESales\u003C/td\u003E\u003Ctd\u003EPlans, pricing, feature comparisons and trials. Use for buying and \u0022can it do X\u0022 questions.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022how_the_ai_picks\u0022\u003EHow the AI picks\u003C/h2\u003E\u003Cp\u003EFor each question, the AI chooses the one to three most relevant sources. The first is the \u003Cb\u003Eprimary source\u003C/b\u003E: the one whose topic the question is about, so a pricing question goes to your sales material first.\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EThe chosen sources are searched together, so their articles are ranked against each other. The primary source\u0027s strong matches are read first, and the remaining places (up to 4 articles in all) go to the best matches from any source, so a better answer elsewhere still gets in.\u003C/li\u003E\u003Cli\u003EWhen sources disagree, the AI trusts the primary source.\u003C/li\u003E\u003Cli\u003EFollow-up questions stay with the source the AI last answered from, unless the visitor changes topic.\u003C/li\u003E\u003Cli\u003EIf it can\u0027t tell which source fits, it searches them all with no preference.\u003C/li\u003E\u003Cli\u003EEach link in an answer points to the article on its own project\u0027s site.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EIn the inbox, each AI answer shows \u003Cb\u003EAnswered from \u2026\u003C/b\u003E underneath with the source it used. The \u003Ca href=\u0022/article/testing-the-chat-ai\u0022\u003ETest tab\u003C/a\u003E shows the sources searched and the one that answered.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/891374015f64448aa9dffb80f09c3a6a.png?v=-2109497166\u0022 data-width=\u00221350\u0022 data-height=\u0022900\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022An AI answer in the inbox showing which knowledge source it answered from\u0022/\u003E\u003Cfigcaption\u003EThe inbox shows which source each answer came from\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022internal_sources_use_without_linking\u0022\u003EInternal sources: use without linking\u003C/h2\u003E\u003Cp\u003ESome content should inform answers without ever being shown to visitors, such as a sales playbook or private notes. For those sources, switch off \u003Cb\u003ELink to articles\u003C/b\u003E:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EThe AI can use the content to answer.\u003C/li\u003E\u003Cli\u003EIt never links to it, quotes it as a document, or tells visitors to read it.\u003C/li\u003E\u003Cli\u003EIt isn\u0027t listed under \u003Cb\u003ESources\u003C/b\u003E, and any link to that project\u0027s site is removed from answers.\u003C/li\u003E\u003Cli\u003EYour team still sees it in the inbox, as \u003Ci\u003E\u0022Also used, not shown to the visitor\u0022\u003C/i\u003E.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022sources_in_the_help_tab\u0022\u003ESources in the Help tab\u003C/h2\u003E\u003Cp\u003EWhen \u003Cb\u003EShow help articles in the messenger\u003C/b\u003E is on (\u003Cb\u003EGeneral\u003C/b\u003E tab, \u003Cb\u003EAppearance\u003C/b\u003E), visitors get a \u003Cb\u003EHelp\u003C/b\u003E tab where they can browse and search your help center without leaving the chat. The Help tab shows \u003Cb\u003Eone\u003C/b\u003E project, chosen under \u003Cb\u003EHelp articles from\u003C/b\u003E on the same tab. By default it\u0027s the messenger\u0027s own project. Its categories, articles and search come only from that project, while the AI still answers from all your knowledge sources. A project set as an internal source (\u003Cb\u003ELink to articles\u003C/b\u003E off) is never shown. See \u003Ca href=\u0022/article/what-visitors-see-in-the-chat-messenger\u0022\u003EWhat Visitors See in the Chat Messenger\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022what_the_ai_can_and_cant_use\u0022\u003EWhat the AI can and can\u0027t use\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003EOnly \u003Cb\u003Epublished\u003C/b\u003E articles are used. Drafts are never used.\u003C/li\u003E\u003Cli\u003EOnly projects in \u003Cb\u003Eyour\u003C/b\u003E account can be sources.\u003C/li\u003E\u003Cli\u003EThe AI never answers from outside knowledge.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022improving_answers\u0022\u003EImproving answers\u003C/h2\u003E\u003Cp\u003EThe \u003Ca href=\u0022/article/chat-reports\u0022\u003EChat Reports\u003C/a\u003E page lists every question the AI couldn\u0027t answer. Writing an article for each one is the fastest way to raise your AI resolution rate. The \u003Ca href=\u0022/article/dashboard\u0022\u003EDashboard\u003C/a\u003E shows how your articles are performing.\u003C/p\u003E\u003Cp\u003ESee also \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Manage your AI\u0027s knowledge sources by selecting projects, writing clear descriptions, and controlling visibility to improve answer relevance and accuracy.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":17,"total_views":3,"date_published":"2026-09-26T16:45:00","date_updated":"2026-10-05T13:23:38.43","date_created":"2026-09-26T16:29:21.53"}}}