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  1. Assembled
  2. AI agents and Copilot
  3. Knowledge

Knowledge access levels

Updated

Plans and permissions:

  • Add-on: AI agents or Copilot, billed separately
  • View access levels: 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
  • Change an article’s access level: Admin role, or a custom role with Knowledge management settings set to Can edit knowledge management settings

Use access levels to keep internal processes away from customers while still letting Copilot use them to help your support team. Every article in your knowledge base is Internal or External. AI agents, which reply to customers, use external articles. Copilot, which helps your own support team members, can use both.

To see access levels, go to Configure > Knowledge and check the Access level column.

How access levels work

Access level Available to Use it for Example
Internal Copilot only Internal processes and workflows, escalation procedures, policies that leave room for your team’s discretion, team-specific guidelines, and sensitive operational information A refund policy that lists the exceptions your team can make and who approves them
External Copilot and AI agents Information customers can safely see: self-service steps, public policies, and general product guidance A password reset guide or a product FAQ
  • Copilot uses internal and external articles when it drafts a reply, so your support team gets the full picture. Links to internal articles are removed from the replies it drafts, so customers don’t see internal sources.
  • When a support team member asks Copilot a question, the answer is only for them, so Copilot can use and cite any article.
  • Your changes last. If you change an article’s access level in Assembled, your choice stays in place when the article syncs again.

Each article gets its first access level when it syncs, based on its source:

Source Access level
Zendesk Internal for articles restricted to a user segment, or in a brand whose help center is restricted. External for the rest.
Helpjuice External for public articles. Internal for internal and private articles.
Public websites External
Other sources, such as Confluence, Google Drive, Guru, and Notion Internal
Documents you upload Internal

Important: A chat agent can also be set to use internal knowledge. In the chat agent’s settings, on the Setup tab, the Knowledge access card offers External and internal knowledge (High risk). For a brand, the same choice is Internal and external on the brand’s Access tab. Choose either one only if your internal articles are safe for customers to see.

Check access levels

  1. Go to Configure > Knowledge.
  2. Check the Access level column.
  3. To see only internal or only external articles, choose a level in Filter by access level….

Change one article’s access level

  1. Go to Configure > Knowledge.
  2. Select the three-dot menu on the article’s row, then select Edit.
  3. In Edit article, under Access level, choose Internal or External.
  4. Select Save.

Change several articles at once

Two selected articles in the Knowledge base table with the Bulk actions menu open on Change access level

  1. Go to Configure > Knowledge.

  2. Select the checkbox next to each article you want to change. To select every article on the page, select the checkbox in the header.

  3. Select Bulk actions, then Change access level.

  4. In Change access levels for [number] articles, choose Internal or External.

    The Change access levels dialog for 4 articles, with the Internal and External options and the Update 4 articles button

  5. Select the Update button, which shows how many articles you selected, such as Update 4 articles.

The Access level column shows the new level for each article.

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