Put the support knowledge you trust to work in chat
Fire Away’s AI assistant can answer using your support articles and approved website content. Your team manages the source information, inspects activity and sources, and reviews replies. The aim is a useful answer grounded in your business information, with a human route when that information does not settle the question.
For teams with support information scattered across help articles and website pages, or a small set of answers ready to publish.
Make the answer clear before asking AI to explain it
Choose an owner for each policy, remove obsolete instructions and resolve contradictions between pages. Include the prerequisites and exceptions a customer needs to make a decision. Importing more text is not always an improvement: two conflicting refund policies can make an assistant less dependable than a short, current article that states which customers it applies to.
Review website content before relying on it
Public marketing pages, old announcements and support instructions serve different purposes. Decide what is appropriate as support knowledge, then test questions against the approved material. Keep private account details out of general articles. Those details belong behind your own authorized customer context integration, with a separate decision about who may access them.
Use wrong answers to improve the source
Inspect the assistant’s activity and sources beside the reply, mark answers right or wrong, and identify whether the issue was missing information, an unclear policy or a poor response. Edit the source and retry the question. An AI answer does not automatically become a published article, so a mistaken reply should not quietly turn into the next source of truth.
What should AI answer, and when should people help?
Illustrative scenarios for planning your setup. These are examples, not customer results.
| Customer question or situation | Useful AI role | Where people or your app take responsibility |
|---|---|---|
| “How do I update my billing address?” | Explain the current help article’s procedure. | The customer cannot access the required setting. |
| Two pages describe different policies. | Treat the contradiction as a knowledge problem. | A policy owner decides which source is correct. |
| A question has no documented answer. | Avoid inventing a business rule. | The team answers and decides whether to publish new knowledge. |
Test this workflow with your own customers’ questions
Use your trial to check useful outcomes, including the cases that should reach a person.
- Select a small set of current, owned articles.
- Review imported website content for outdated claims.
- Ask questions using different wording from the article title.
- Inspect a wrong answer, fix its source and test again.
Questions about this setup
Does the assistant automatically publish what it learns in chat? +
Can we see why an assistant gave an answer? +
Work through the details
How do you prepare a knowledge base for AI support?
Write AI support knowledge that states the rule, prerequisites and exceptions clearly, with a review checklist and a concrete policy example.
Read the guideShould you review website content before an AI uses it?
Learn why crawled website text needs review before becoming AI support knowledge, and how to spot stale, promotional or contradictory content.
Read the guideRelated AI support workflows
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For teams repeatedly explaining the same setup steps, eligibility rules or standard policies.
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Explore this workflowGive your next customer a useful answer
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