How AI answers work
The AI assistant answers questions by searching your published knowledge base, finding relevant articles, and generating a response with citations to the source content.
Content scope
AI answers use published documentation, including knowledge-base articles and, where available, published API reference content. Drafts, unpublished changes, and internal notes are not included.
You can enable AI answers without published articles, but the assistant may not answer documentation-based questions until relevant documentation is published.
Answer generation
When a user submits a question, the AI assistant:
Searches the published knowledge base for articles related to the question
Retrieves the most relevant content from matching articles
Synthesizes a concise answer based on the retrieved content
Attaches clickable citations to the source articles
Citations
AI answers may include clickable citations when relevant source documentation is used. Click a citation to read the full article for more context.
Related articles
What is the AI assistant — Overview of capabilities and user experience
How to enable AI assistant answers — Enable AI in your help center and widget
AI escalation and handoff behavior — Configure when the assistant offers contact options
More resources
AI assistant troubleshooting — Fix common AI assistant issues