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Linking knowledge sources

Linking knowledge sources

The AI support agent (and the widget's Help tab) answers from knowledge sources you connect: your Docs spaces, your published help center, and public website content. This page explains how to connect them and how they flow into support.

See also: Support content sources covers choosing which content to connect and keeping sources healthy. This page focuses on where and how to connect them.

Knowledge settings page

Where to connect sources

Settings → Knowledge manages content sources used across AI experiences. Three source types:

  1. Docs spaces — Helpin documents. Spaces marked external-capable are intended for public/help-center content; internal spaces can also serve internal agent answers.

  2. Help center — your published public help center site.

  3. Website sources — public URLs Helpin crawls and indexes (docs sites, changelogs, marketing pages with factual content).

Company / product context

The Knowledge page includes a Company/Product context field — a description of what your product is and does. The AI uses this as background framing for answers and routing. A regenerated-with-AI option drafts a context description from your sources; edit it to match your positioning.

Keep it factual and current: it shapes how the AI frames answers about your product.

Which spaces feed the widget Help tab

Separately from AI answers, the Chat Widget → Help Center section selects which docs spaces appear in the widget's Help tab. Visitors browse those articles directly in the widget — choose the external-capable spaces you want public-facing.

How sources become answers

  1. Content is indexed (published docs, help center articles, crawled pages).

  2. A customer question retrieves the most relevant passages.

  3. The AI composes a grounded answer with citations (see Knowledge-base answers).

Best practices

  • Publish before expecting answers — drafts don't feed retrieval; publish articles you want cited.

  • One canonical article per topic — duplicates and outdated drafts dilute retrieval.

  • Connect your real docs site — website sources keep answers current with content that lives outside Helpin.

  • Keep the context updated — when your product changes, update Company/Product context so the AI frames answers correctly.

  • Watch Coverage Gaps — recurring unanswered topics are your missing-content list (see Coverage analysis).

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