"Visible to" settings prevent the AI messaging tool from accessing knowledge base articles | Community
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"Visible to" settings prevent the AI messaging tool from accessing knowledge base articles

  • July 18, 2025
  • 2 replies
  • 0 views
C

See my screenshot. Only the "Everyone" option gives access to the AI messaging tool to train on.

 

    2 replies

    P
    • Plo
    • January 7, 2026
    Hi Christopher,
     
    Generative responses come from help center articles that are publicly available. Articles that require a login or have restricted access are more difficult for the AI agent to find and use when providing suggestions. This helps the AI give answers based on information everyone can access.
     
    You can check these articles for your reference:
     
    I hope this helps!
     
    N

    This behavior makes sense from a permission standpoint, but it would be helpful if the AI tool clearly explained why restricted visibility blocks access to knowledge base articles. Better transparency could reduce confusion for users managing content permissions.

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