Chat Knowledge Sources

Knowledge sources are the HelpGuides projects your chat's AI agent answers from. Many companies split their content, for example product docs, developer docs and sales material. The AI can use any of your projects and pick the right one for each question.

Choosing sources

Go to Inbox, then Messenger settings, then Knowledge sources. Every project in your account is listed.

Tick each project the AI may answer from.
For each one, describe what it covers and when to use it. The AI reads these descriptions to decide where to look.
Click Save settings.

If you tick nothing, the AI answers from the messenger's own project. If you leave a description blank, the project's own description is used.

Writing good descriptions

Be concrete about topics and who asks them:

Project	Description
Product documentation	How to use the app: campaigns, email, SMS, contacts and reports. Use for how-to and troubleshooting questions from customers.
Developer documentation	REST API, webhooks, JavaScript SDK and integrations. Use for code, API and integration questions.
Sales	Plans, pricing, feature comparisons and trials. Use for buying and "can it do X" questions.

How the AI picks

For each question, the AI chooses the one to three most relevant sources and searches them together. It combines the best matches, favoring the most relevant source. If it can't tell which source fits, it searches them all. Each link in an answer points to the article on its own project's site.

Internal sources: use without linking

Some content should inform answers without ever being shown to visitors, such as a sales playbook or private notes. For those sources, switch off Link to articles:

The AI can use the content to answer.
It never links to it, quotes it as a document, or tells visitors to read it.
It isn't listed under Sources, and any link to that project's site is removed from answers.
Your team still sees it in the inbox, as "Also used, not shown to the visitor".

What the AI can and can't use

Only published articles are used. Drafts are never used.
Only projects in your account can be sources.
The AI never answers from outside knowledge.

Improving answers

The Chat Reports page lists every question the AI couldn't answer. Writing an article for each one is the fastest way to raise your AI resolution rate. The Dashboard shows how your articles are performing.