Beyond showing on your public help center, an article can feed your AI agents so they answer from it. You control this with Share With in the article's sidebar. It is the same sharing model you use across your content library. See What Share With means in Mando.
Two agents, two rules
- Your customer-facing agent (website chat, voice, and AI Page) can use an article only when the agent's app is added in Share With and the article stays customer-facing.
- Your inbox Co-pilot (the assistant for your team) uses an article whenever Allow Co-pilot is on.
See Choose which agents can use a content item for the org-wide view of this.
The quiet catches
- A brand-new article is shared with no app by default. So even though it is customer-facing, your customer agent cannot use it until you add its app in Share With.
- Share with Co-pilot only is worded the opposite way round: turning it on makes the article internal and pulls it out of customer chat, voice, and AI Page (the Co-pilot still uses it).
- Publishing adds only your Search app automatically, not your chat agent. To answer in the website chat, add the customer-service app in Share With yourself.
- A very long article may not be indexed, and then the agent cannot find it even when it is shared.
Good to know
After you change sharing, it takes a short moment to reach the agent while the article is re-indexed. If the agent seems to have lost an article, check its Share With and that it is still customer-facing.