When a customer asks a question, the AI answers from the knowledge sources you point it at — an AB wiki and a help channel — and cites what it used. Anything it can’t ground in those sources, it hands to your team instead of guessing.
The two source types
An AB wiki
Your team’s own documentation. Point it at this desk’s wiki, or at another project’s wiki (say, your AB Projects project) to reuse knowledge you already wrote.
A help channel
Public help content, like this help center. Great for the how-tos and FAQs your customers already read.
Each source can be turned on or off, and repointed, per desk — you do it in Settings.
How answers stay trustworthy
The AI answers only from the sources you give it, and shows the articles it drew from beneath each reply. If the sources don’t cover the question, it says so and routes the ticket to a person rather than inventing an answer — see how a ticket works.