How the AI agent uses your articles to answer

The agent answers from your published articles and cites the ones it used. It searches your knowledge base, reads the matching articles, and writes its reply from them.

#What happens when someone asks a question

1. The agent searches your articles for the question.
2. It reads the matching articles themselves, not just the search snippet. It reads them in the order search ranked them.
3. It answers from what it read.
4. The reply lists the articles it cited. Each citation shows the article's title and collection.

The opening heading of an article is left out of what the agent reads, because the title already covers it.

#How much of an article the agent reads

The agent reads a limited amount per article and across all matching articles.

• A short article is read whole.
• A long article is trimmed to fit. The parts that match the question are kept. Sections left out are marked with …, not silently dropped.
• A list under a heading that matches the question is kept whole, however long the article is.
• A section too long to fit is cut between sentences, never in the middle of one. A long list is cut between items.
• Code is kept exactly as you wrote it, tags and all.
• Every matching article gets a share. A short article is read whole even when long ones have to share the space.
• An article with no body falls back to its description.

#Write articles the agent can use

These tips follow from how the agent reads.

• Use headings that name the topic. The agent keeps the sections that match the question. A heading like "What you can export" works better than "Overview".
• Put a list under its own heading. A list that matches the question is kept whole.
• Use the words your customers use. Matching depends on the words in the question.
• Keep articles focused. Short articles are read in full. Long ones are trimmed.
• Write a description. It is the fallback if an article has no body.
• Put code in code blocks. It is passed on exactly as written.
• Publish the article. The agent answers from published articles.

#When your articles don't answer

When a customer asks something your articles don't cover, the question goes on the gap list under Knowledge base → Unanswered questions. Similar questions are grouped together. Choose Draft on a question to have the workspace's model draft the article. It marks any missing fact with [TODO] and opens in the editor. Nothing is saved until you save it.