AI Assistant context sources
The AI Assistant (internal and public) answers questions using only specific sources from your organization.
Included in context
- Certified facts (status 'Certified') – The AI reads the Subject, Predicate, Object, and extended body of every certified fact in your organization.
- Published trees – The AI understands the structure of published trees: questions, answer options, and solution paths. It uses this to guide customers through diagnostic flows.
- Published tree metadata – Titles and descriptions help the AI understand what each tree covers.
Excluded from context
- Draft facts – Not certified, so not used.
- Unpublished trees – Not live, so not used.
- Soft‑deleted trees or facts – In trash, not available.
- Session data from other customers – The AI does not have access to other customers' answers or session histories.
Freshdesk KB articles
Once imported and certified, Freshdesk KB articles become regular certified facts and are included. Prior to import or certification, they are not used.
The AI cites which fact(s) it used to generate each answer, with a link to the source (if a URL is stored in the fact).
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