Internal Knowledge

Internal knowledge lets you enhance your AI agent's responses with private content that doesn't need to appear in your public knowledge base. Use it to train the AI on edge cases, internal policies, or resolved support conversations.

What is Internal Knowledge?

Internal knowledge is supplementary content that:

Improves AI responses without being visible to customers
Stays private - customers only see AI answers, not the source material
Works alongside your public knowledge base
Learns from your team by capturing successful ticket resolutions

Types of Internal Knowledge Sources

Documents

Upload files to add to your AI's knowledge:

PDF files - product manuals, internal guides, policies
Word documents (.docx) - procedures, training materials
Text files (.txt) - notes, reference material
Markdown files (.md) - technical documentation

Maximum file size: 20MB per document

URLs

Crawl web pages to include external content:

Product documentation from other sites
Partner or vendor documentation
Internal wiki pages (if publicly accessible)

Crawl schedules:

Manual - crawl only when you trigger it
Daily - automatically re-crawl every 24 hours
Weekly - automatically re-crawl every 7 days
Monthly - automatically re-crawl every 30 days

Text

Add content directly without creating a file:

Quick notes or clarifications
Company policies
Edge case handling instructions
Temporary information

Resolved Tickets

The most powerful source of internal knowledge—your own successful support interactions.

When a ticket is resolved through the AI chat escalation flow:

Open the resolved ticket
Click Add to Internal Knowledge in the sidebar
The conversation and resolution are captured for AI training

This creates a continuous learning loop where your AI gets smarter from every successful support interaction.

Adding Internal Knowledge

Upload a Document

Go to Knowledge Base > Internal Knowledge
Click Add > Upload Document
Enter a descriptive name (e.g., "Product Configuration Guide v2")
Select your file
Click Upload

The document will be processed automatically. Processing time depends on file size.

Crawl a URL

Go to Knowledge Base > Internal Knowledge
Click Add > Crawl URL
Enter the starting URL
Select a recrawl schedule
Click Add URL

The crawler will follow links within the same path, up to 2 levels deep.

Add Text

Go to Knowledge Base > Internal Knowledge
Click Add > Add Text
Enter a descriptive name
Enter your content
Click Add Text

Export a Resolved Ticket

Open a resolved or closed ticket (from KB Chat channel)
In the sidebar, click Add to Internal Knowledge
The conversation is automatically processed and added

Managing Internal Knowledge

Viewing Sources

The Internal Knowledge page shows all your sources with:

Name - the title you gave the source
Type - Document, URL, or Text
Status - Pending, Processing, Completed, or Failed
Chunks - how many pieces the content was divided into
Schedule - for URLs, the recrawl frequency
Last Processed - when the content was last indexed

Editing Text Sources

Click the pencil icon on a text source to edit its name or content. Changes will reprocess the source and update the AI's knowledge.

Syncing URL Sources

Click the sync icon on a URL source to trigger an immediate re-crawl, regardless of the scheduled time.

Deleting Sources

Click the trash icon to permanently remove a source. This removes all associated data and the AI will no longer use this content.

How Internal Knowledge Works

Processing Flow

Upload/Add - You provide content
Chunking - Content is divided into semantic chunks for efficient retrieval
Embedding - Each chunk is converted to a vector representation
Storage - Vectors are stored in the search database
Retrieval - When customers ask questions, relevant chunks are found
Response - AI uses the chunks to formulate accurate answers

AI Retrieval

When answering questions, the AI:

Searches your public knowledge base
Searches your internal knowledge
Combines relevant information from both sources
Generates a response based on all available content

Internal knowledge sources are never cited to customers—they simply improve the quality of responses.

Best Practices

What to Include

Edge cases the public KB doesn't cover
Internal policies for handling specific situations
Technical details too detailed for customer-facing docs
Resolved tickets that handle common but undocumented issues
Product roadmap context (what's coming, what's deprecated)

What Not to Include

Sensitive credentials or API keys
Personal customer data
Confidential business information you wouldn't want accidentally surfaced
Outdated information that could confuse the AI

Organization Tips

Use clear, descriptive names for sources
Remove outdated sources regularly
Review resolved ticket exports for quality
Balance internal knowledge with public KB content

Availability

Internal Knowledge is available on all paid plans (Starter, Standard, Pro, Enterprise).

Plan	Internal Knowledge	Export Tickets
Free	✗	✗
Starter	✓	✓
Standard	✓	✓
Pro	✓	✓
Enterprise	✓	✓