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🔐 Knowledge Access

The Access tab decides which collections each AI surface answers from. Use it when one surface should only speak from part of your knowledge: the channel agent from your public docs, say, while your team's suggested replies also read the internal runbooks.

In the sidebar, select Knowledge Base, then the Access tab. Every workspace member can read it; "Only knowledge managers can change these settings." The tab saves with the Save bar at the bottom of the page.

The surfaces​

Each column is one place your knowledge is used:

SurfaceWhat it isCan read Internal knowledge
Channel agentAnswers members in your Telegram groups and Discord servers.Never
Help widgetA public AI chat. Marked Soon.Never
Docs portalPublic articles. Marked Soon.Never
Suggested repliesReply drafts for your team in tickets, the inbox and in-chat assist.Yes
Ask AIYour team's AI chat and reports.Yes

Public surfaces are marked with a globe. The Soon surfaces can be set up now: "The help widget and docs portal use these settings when they launch."

The matrix​

Each row is a collection, between two special rows:

RowWhat ticking it does
All knowledgeThe surface reads "Every collection, and items in none". While it's ticked, the collection rows below show as covered.
A collectionThe surface reads that collection. Ticking a collection covers its sub-collections.
Internal knowledgeThe surface also reads "Items only your team's tools use".

To narrow a surface, untick All knowledge and tick the collections it should read. Each surface needs at least one: the Save bar won't save a surface with no collection picked and All knowledge unticked.

Some cells show a lock instead of a checkbox:

  • "Public surfaces never read internal knowledge." The channel agent, help widget and docs portal have no Internal knowledge cell.
  • "Everything in this collection is Internal, so a public surface never reads it."

The Visibility column says whether a collection's items are External, Internal, Mixed, or No items, and the Audience column says who they can reach: Everyone, or only your Team when the collection is all Internal.

Q&A answers​

The Q&A answers card holds two workspace switches for Q&A items:

SwitchWhat it does
Instant answers"Matching questions get your exact words, with no AI reply." Applies to Q&A items with Instant answer turned on.
Public Q&A page"Anyone with the link can read your published External Q&A." The page shows the collections the Docs portal column reads, so with Docs portal off it shows nothing. "The link works once you save." The card then shows the page's link with a copy button.

Testing a surface​

To see what a surface would actually answer, open Test agent and pick the surface under Test as. See Testing Answers.

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