Choose which AI uses an article

Each article and each folder has an audience: Every AI (the default) or Selected AIs — the AI agents and inbox features you tick. Use it when you run more than one AI agent and want each to answer from its own facts.

Before you start

• You must be a workspace admin or owner.
• Your AI agents appear by name in the picker. The inbox's AI suggested replies is always listed too, because it reads the same knowledge. If you don't have an agent yet, the picker offers Set up an AI agent.

How audiences work

Where you set it	What it means
Article → Who can read it	Who may use this article.
Folder → Who can read what's inside	Who may use everything in the folder, including its sub-folders.

Two rules keep this predictable:

1. Folders restrict downward. If a folder is set to Selected AIs, nothing inside it is visible to any other AI — even an article inside set to Every AI. The editor tells you when this applies: "The folder 'Sales line' limits who can read this."
2. Articles can narrow, never widen. Inside a folder limited to Front desk and Sales desk, an article can be limited to just Sales desk; it cannot add Support line.

And of course the Available to AI switch wins over everything: an article switched off is read by nobody.

Step-by-step: limit an article

1. Click Knowledge in the left sidebar and open the article.
2. In the right-hand card, under Who can read it, click Selected AIs.
3. Tick the agents and features that should use it — each chip shows the name and whether it answers calls, texts or works in the inbox. Ticked chips turn blue with a check mark.
4. Click Save.

The article's row now shows a blue chip with the number of AIs selected (or the one name, if you picked one).

Step-by-step: limit a whole folder

1. Open the folder and click Folder settings in the top-right corner (or set this when you create the folder).
2. Under Who can read what's inside, click Selected AIs and tick the agents.
3. Click Save.

Everything inside — now and later — is limited to those AIs. This is the easiest way to run, say, a Sales line folder that only the sales number's agent reads, while General stays open to every AI.

Check what an agent knows

Type a question into Ask your knowledge… and choose the agent under As seen by. The results are exactly the passages that agent can answer from, with the audience rules applied. If an article you expected is missing, it's switched off, limited to other AIs, or inside a limited folder.

Troubleshooting

• A chip is ticked but the agent still doesn't know the article — look at the folders above it. A folder limited to other AIs hides the article regardless of its own setting.
• "No AI yet" on an article — it's set to Selected AIs with nothing ticked. Tick at least one, or switch back to Every AI.
• A new agent can't see anything in a limited folder — folders don't add new agents automatically. Open Folder settings and tick it.

Related articles

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• AI suggested replies