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AI & knowledge sources

Ground AI answers in your knowledge base

Choose the knowledge your assistant can use and verify that answers cite appropriate public sources.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

RAG indexes published, allowed Knowledge Base articles into Fulltext and Chunks. Grounded Chat AI may state facts only from the retrieved allowed Fulltext + Chunk text for that turn. Internal KB and internal notes are excluded. If retrieval_status is no_evidence or search_error, the widget must not invent a factual answer and should offer Talk to human when handoff is enabled.

When to use this

Ungrounded model memory invents refund windows and prices. Retrieval-or-silence is the product rule: no documentation in the allowed index means no factual support answer from Chat AI.

Where to find the controls

Settings → AI → RAG / Knowledge. Reindex after publishing or changing eligible content. The widget Document tab browses public Knowledge Base content; AI retrieval uses the permitted indexed subset.

Who can make these changes

manage_ai to reindex. Visitors only consume answers. Agents use Copilot separately; Copilot still must not paste internal notes to customers.

Before you begin

Need a working embedding/provider configuration, published public articles, and a reindex when queued/stale counts are high. Feature AI plus basic_kb. Chat mode AI first or hybrid to expose Chat AI.

Follow these steps

  1. Publish public articles with explicit facts.
  2. Open AI settings and start reindex.
  3. Wait until queued/stale drop.
  4. Ask the widget a question that exists in an article.
  5. Confirm citations/retrieval.
  6. Ask a question with no article — expect no_evidence and Talk to human, not a guess.

Settings reference

Index stats (queued, stale, indexed), retrieval_status (ok, no_evidence, search_error, handoff), allowed sources (public Fulltext, Chunks), excluded (internal KB, internal notes).

Example workflow

Question “What is the refund window?” retrieves a chunk “14 days, unopened.” The model may say 14 days. Question “What is your CEO’s salary?” retrieves nothing; UI shows no evidence and a human chip.

Good practices

Write clear factual paragraphs, use descriptive headings, and review public visibility and AI-access permissions. A public article can be readable in the Document tab while excluded from AI retrieval.

Important considerations

Can Chat AI answer without documentation? No for factual support in grounded mode. Do not disable grounding to “make it talk”. Do not index secrets.

If something does not work

AI no answer / no evidence: unpublished, internal, not indexed, query mismatch, or search_error. Diagnose RAG stats then KB visibility. Contact support if retrieval_status is ok but the UI still shows no_evidence after a hard-refresh.

Continue learning

Write and publish a help article→Connect an AI provider→Configure grounded Chat AI→Show help articles in the chat widget→

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