Plan requirement
| Subscription | Any plan |
| Access | Admin |
Some articles should not be feeding your AI agent. Knowing which is as valuable as writing new ones.
What to keep away
Outdated articles
An AI quoting a retired procedure states it with full confidence. A human reader would notice the screenshot looks old; an AI has no such instinct. Archive them.
Internal procedures
Escalation thresholds, when to offer a refund, what to say about a competitor. An AI agent with access to those can repeat them to a customer.
Anything conditional and unstated
Articles that are true for some customers and not others, without saying which. An AI will apply them to everyone.
Edge cases and exceptions
An article about a rare situation can be surfaced for a common one. Where an exception is genuinely rare, being explicit in the article about when it applies matters more than usual.
How to control it
Visibility does most of the work: an AI agent for customers uses what customers can see. So internal articles are excluded by being internal, which is another reason to get visibility right.
Beyond that, archiving what is out of date is the single most effective thing you can do.
Audit by asking
Ask your AI agent the questions you would rather it got right, and read what it says. Wrong answers point at the article behind them, and that article is either wrong, old, or should not be in scope.
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