Understanding AI source citations
When the AI Assistant answers a question, it always shows which certified facts it used to generate that answer.
Where citations appear
Below each AI response, you see a row of source badges. Clicking any badge opens a side panel showing the full fact (Subject, Predicate, Object, source URL if available).
Citation format
- Badge shows the fact's Subject (truncated to 40 characters).
- Hover over the badge to see the full triple (Subject · Predicate · Object).
- The badge colour matches the fact's status (green for Certified, grey for other statuses — but only Certified facts are used).
Why citations matter
- Transparency – Customers can verify the AI's answer comes from your official knowledge base.
- Trust – Seeing the VNT seal and source link builds confidence.
- Debugging – If the AI gives an unexpected answer, check which fact was cited; that fact might need updating or correction.
Missing citations
If no source is cited, the AI did not find a relevant certified fact. It may respond with a message like 'I don't have enough information to answer that.'
To improve coverage, create and certify facts covering the missing topic, or import additional Freshdesk KB articles.
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