AI assistant

Knowledge sources

Websites, Discord channels, files and notes the assistant can read.

What knowledge sources are#

The assistant only answers from what it can read: your knowledge sources and the solutions your staff approved. If the answer isn’t there, it hands the ticket to staff. Adding your rules, FAQ and guides is the quickest way to make it useful.

Manage sources in Discord with /sources manage (or the Knowledge sources step of /setup and /config). You need the Management tier.

Adding a source#

Type	What you give it	Notes
Website	A link to a page, a docs site or a sitemap.xml	Choose “Just this page” or “The whole site” (up to 50 pages, following links under the same address). Read in the background; takes about a minute.
Discord channel	A channel like #rules or #faq	Each message becomes a document. Edits and deletions are picked up automatically. Setup suggests channels with names like rules, faq, info or store.
File	PDF, Markdown or text	Up to 5 MB.
Written entry	A title and some text	For facts that aren’t written down anywhere else. Markdown works; use ## headings for sections.

Long documents are split into sections by their headings, so the assistant can point at the exact part it used.

Kinds of content#

Every source has a kind. It changes how much weight it gets and how carefully it is used:

Kind	How it is used
Docs / guides	Normal knowledge, slightly preferred over old ticket answers.
FAQ	Same as docs.
Rules	Authoritative. Quoted word for word, ranked highest, and any answer that uses it goes to staff review.
Terms & policies	Authoritative, same as rules.
Store & payment terms	Authoritative, same as rules.

Good to know

Learned solutions from closed or imported tickets are their own kind. They rank just below the sources above, so your official docs win when both match.

Limiting to categories#

Open a source to choose the categories it is used for, e.g. store terms only for Store & payments tickets. With no categories picked, the source is used everywhere.

Keeping it up to date#

Websites and Discord channels are re-read automatically once a day.
/sources resync re-reads every website and channel source right away.
When a rules, terms or payment page changes, the staff channel gets a short “what changed” summary, and the AI uses the new version from then on.
Files and written entries don’t change on their own; replace them to update.
/ai and /status list how many sources you have and which ones are failing.

Testing what the AI finds#

/sources test question: shows the top five pieces of knowledge the assistant would find for a question, with their source, kind and how well they match. Add category: (a category key) to search as if the ticket were in that category.

Nothing relevant? Add a source that answers it, or approve solutions from past tickets. Curious how matching works? See How the AI works.