Knowledge sources
Which content Quinn's Agent and Copilot can draw on (help center, feedback, changelog, status, conversations, notes, tickets), the defaults, and how fresh each source is.
Quinn only knows what you let it read. This article lists the knowledge sources each agent can use, what they contribute, and which are on by default.
Turn each source on or off per agent from the Knowledge tab on Admin > Settings > Agent or Admin > Settings > Copilot.
Sources
Source | Agent | Copilot | Contributes |
|---|---|---|---|
Help center | Yes | Yes | Published help center articles |
Feedback posts | Public boards only | All boards | Feedback posts and their discussion |
Changelog | Yes | Yes | Published changelog entries |
System status | Yes | Yes | Live status components, incidents and maintenance windows |
Past conversations | No | Yes | Earlier conversations with the same customer |
Internal notes | No | Yes | Private teammate notes on the conversation |
Tickets | No | Yes | Resolution summaries from closed tickets |
Note: Internal notes are never used to draft anything that could reach a customer, even from Copilot. They only help a teammate answer a private question.
Note: The Agent's feedback posts source is limited to public boards. It never cites a post from a private board in a customer-facing reply.
Freshness
Every source except system status is indexed, so new or edited content becomes available once indexing finishes. System status is a Live lookup at answer time, so a status change is reflected immediately.
Tip: If Quinn seems to miss new content, check whether it has finished indexing before changing Quinn's settings. Status never has this delay.
Defaults
- Agent starts with only the help center turned on. Turn on posts, changelog and status as your content grows.
- Copilot starts with every source turned on.
Write content Quinn can use
Quinn answers customers from your help center first, so the quality of its answers follows the quality of your articles:
- Give each article one clear question to answer and a plain title.
- Write a short description that answers the question in one sentence.
- Keep articles current. An outdated article produces an outdated answer.
See Write and publish articles.
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