AI Support9 min readUpdated May 5, 2026
Knowledge Base
Manage the sources AI uses to answer grounded customer questions.
The Knowledge Base is the source of truth for company and product answers. AI should act like a support agent representing the current organization, but it should not invent company-specific facts that are not in approved knowledge or action context.
Source types
- Text notes: best for company overview, pricing policy, support rules, product FAQs, and company-specific facts.
- URL sources: best for public docs, help centers, and policy pages that should be recrawled.
- Documents: best for internal manuals, onboarding guides, or customer support playbooks.
Source health
- Indexed: source is available for retrieval.
- Failed: source could not be indexed and should be fixed or deleted.
- Stale: source should be recrawled or reviewed.
- Duplicate warning: another source appears to cover the same title or URL.
- Low quality warning: source may be too short, vague, outdated, or not useful for support answers.
Company representation
There is no separate heavy AI Profile now. Put company identity, product overview, target customers, services, policies, and support boundaries directly into the Knowledge Base. This keeps the system simple and prevents conflicting profile data.
Grounding rule
AI can answer greetings and simple conversational transitions naturally, but company, product, pricing, policy, and account answers should come from verified knowledge or safe actions.