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Letting the agent answer from your articles instead of fixed text. The setting is small; the preparation is not.
Turn them on
- Open the AI agent's knowledge settings.
- Enable generative replies.
- Choose which content the agent may use.
- Test with real questions.
- Read the first fifty transcripts.
Scope the knowledge deliberately
Everything published is the default, and it is rarely what you want. Internal notes, outdated articles and anything ambiguous should be outside the agent's reach.
Narrowing the source is the most effective quality control available here, and it takes minutes.
What makes an article usable
The answer stated plainly, near the top, in a section whose heading matches the question. Articles that build to a conclusion over five paragraphs get summarised badly, because the summary is of the whole thing.
Where it goes wrong
- Two articles disagreeing. The agent has no way to know which is current, so it may use either.
- Articles that assume context a reader has and the agent does not.
- Long combined articles, where the relevant paragraph is one of twenty.
Fixed text still wins where wording matters
Prices, terms and guarantees stay as written replies. Generative answers are accurate in substance and variable in phrasing, and some sentences need to be the same every time.
Read transcripts, not settings
The only way to know whether this is working. Fifty conversations tell you which articles are being used, which are being misread, and which question has no article at all.
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