Knowledge management

Plans and permissions:

• Add-on: AI agents or Copilot, billed separately
• View the knowledge base: Admin, Manager, or Team Lead role, or a custom role with Knowledge management settings set to Can view knowledge management settings or Can edit knowledge management settings
• Upload, edit, tag, or delete articles: Admin role, or a custom role with Knowledge management settings set to Can edit knowledge management settings
• Choose ticket fields for Copilot: Admin, Manager, or Team Lead role, or a custom role with Copilot settings set to Can edit Copilot settings

Use Knowledge management to see what AI agents and Copilot know, and to control which of it they use. It lists every article synced from your knowledge sources and every document you’ve uploaded, with each one’s access level and tags. Access levels and tags decide which articles AI agents and Copilot can search for each case.

To open it, go to Configure > Knowledge. The page is called Knowledge management.

Navigating Knowledge management

The table shows each article’s Title, Access level, Tags, Platform, Uploaded by, Uploaded at, and Last modified date. Select an article’s title to open it in its source.

How knowledge works

• Sources. Assembled syncs articles from the knowledge sources you connect in Configure > Third-party integrations, such as your Zendesk help center, Confluence, Google Drive, Guru, Helpjuice, or Notion. Changes you make in a source reach Assembled at its next sync.
• Uploads. You can also upload files directly. They stay in Assembled until you delete them.
• Access levels. Internal articles are available to Copilot only, and External articles to Copilot and AI agents. See Knowledge access levels.
• Global articles. An article marked global is always referenced when AI agents and Copilot build a response, whatever your knowledge mapping rules say. A globe icon next to its title shows this.

How article tags work

Tags describe what an article is about, such as its brand, product, or audience. AI agents and Copilot use tags to find the right articles.

• Synced tags. When an article syncs, Assembled tags it automatically from fields in your knowledge source, such as a Zendesk article’s labels or a Confluence page’s space. The article for each source says which fields become tags.
• Manual tags. You can add tags in Assembled, but on synced articles, tags added manually are overridden when the articles sync.

To manage tags across many articles, set them in your knowledge source and let the sync bring them into Assembled. Add tags in Assembled for documents you upload, or for a one-off change.

How articles are matched to cases

Knowledge mapping rules connect a case’s details, such as its brand or ticket tags, to article tags. When a case matches a rule, AI agents and Copilot search only the articles with that rule’s tags, plus any global articles.

For example: you support Brand A and Brand B in Zendesk, and your help center has separate policies for each brand. Assembled tags each article with its brand. With one mapping rule per brand, a ticket from Brand A is answered only from Brand A articles, never from Brand B’s policies.

To create rules, see Knowledge mapping.

Give Copilot ticket fields as context

Copilot can read Zendesk custom fields on a ticket when it handles a case, such as the customer’s plan or account type. This gives Copilot more context for its drafts. It doesn’t change which articles Copilot searches.

1. Go to AI support > Copilot and open the Setup tab.
2. On the Reference Zendesk custom fields card, turn on the toggle.
3. Choose the custom fields you want Copilot to reference.
4. Select Save changes.

If you use Salesforce, the card is called Reference Salesforce custom fields.

Upload documents

Upload files that aren’t in a connected knowledge source, or an urgent update that can’t wait for the next sync. An upload takes effect as soon as it’s processed.

1. Go to Configure > Knowledge.
2. Select Upload documents. If you’ve connected Google Drive, a menu opens: select Upload manually.
3. In Upload articles, drag your files into the box, or select Choose a file….

You can upload .txt, .csv, .md, .markdown, .html, .htm, .pdf, .doc, .docx, and .xlsx files. Uploaded documents appear in the Knowledge base list. If you’ve connected Google Drive, Add to Google Drive in the same menu opens your shared folder instead. See Google Drive integration.

Edit an article

1. In the Knowledge base tab, select the three-dot menu on the article’s row, then select Edit.
2. In Edit article, change any of these:
   • Access level: choose Internal or External.
   • Global tag: select Make this article available across all knowledge mappings, regardless of other mappings or tags on this article. to make the article global.
3. Select Save.

Edit article also lists the article’s tags under Article tags. To add tags, use Bulk actions.

Change several articles at once

1. In the Knowledge base tab, select the checkbox next to each article. To select every article on the page, select the checkbox in the header.
2. Select Bulk actions, then Add tags, Change access level, or Delete.

Add tags

In Add tags to [number] articles, enter the tags in Tags. To replace the articles’ existing tags instead of adding to them, select Overwrite any existing tags on the selected articles. Then select the Update button, which shows how many articles you selected, such as Update 4 articles.

Change the access level

See Change several articles at once in Knowledge access levels.

Delete articles

Important: Deleting an article removes it from your knowledge base permanently. To stop AI agents from using an article but keep it for Copilot, change its access level to Internal instead.

1. Select the three-dot menu on the article’s row, then Delete. To delete several articles, select them, then select Bulk actions > Delete.
2. In Delete articles, confirm.

Articles you delete in Assembled aren’t synced again. When you delete an article in your knowledge source instead, it can take a few hours to disappear from Copilot.