# Saved responses as AI knowledge

Eligible saved responses can become searchable AI knowledge, with an exclusion choice for content you do not want the AI to use.

*Release 3.3 · admin, operator*

**Settings › Chat › Saved Responses** · **Settings › AI › Functions** · **Settings › AI › Features**

## What it is

INSIDE can publish saved responses into a website knowledgebase for AI search. Eligible responses are added or updated in the background when you save them. **Exclude from AI Knowledgebase** lets you keep a response out of that source.

## Who uses it and why

Administrators maintain approved answers and decide which responses are suitable for AI use. Operators and team leaders keep response content current. AI features can retrieve that content when answering a visitor or helping an operator.

## Where to find it

Edit responses in **Settings › Chat › Saved Responses**. The editor includes **Exclude from AI Knowledgebase**.

The **Settings** role with **Saved Responses** permission grants shared-response management. The **Team Leader** role grants team-response management. AI functions and their feature assignments are in **Settings › AI › Functions** and **Settings › AI › Features**.

## How it works

Powerfront enables AI and sets up the knowledge service for your website. INSIDE then creates the saved-response knowledgebase and its search function. On service startup, it attempts to upload eligible responses that have no linked article yet.

When you create or edit an included response, INSIDE uploads its title, category and selected response text. It remembers the resulting article link so later edits update the same article. Team, operator ownership and subsite information accompany the content.

INSIDE selects one language version. It tries the website's default language first, then English, then the first available language with text. Blank categories become general. A missing title receives a generated saved-response title.

Switching on **Exclude from AI Knowledgebase** requests deletion of a previously linked article. Switching it off allows an unlinked response to be uploaded again. Uploads and removal requests run in the background, so saving the response does not confirm completion.

## Configure it

Ask Powerfront to enable saved-response knowledge for your website. In the response editor, keep approved **Title**, **Category** and **Response Message** content up to date. Leave **Exclude from AI Knowledgebase** off for content the AI may use; turn it on for content to exclude.

A user with the **Settings** role and **AI** permission, or the **Developer** role, selects the generated knowledge function for the AI feature that needs it. Creating the knowledgebase alone does not make every AI feature search it.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Exclude from AI Knowledgebase | Settings › Chat › Saved Responses | website | Off for a new response | Settings role, Team Leader role | Controls AI ingestion of this saved response on the website. When on, excludes the response from future uploads and requests removal of its linked article. |

### Permissions

| Permission | Lets you |
|---|---|
| Saved Responses | With the Settings role, allows management of shared responses, subject to view-only restrictions. |
| Team Leader | Allows management of the team's saved responses. |
| AI | With the Settings role, allows configuration of the AI features and functions that use the knowledge. |
| Developer | Allows configuration of AI features and functions. |

## Limits and good to know

- Text needs at least one letter or digit. Empty, punctuation-only and emoji-only content is skipped.
- Clearing the response text does not reliably remove an older indexed article. Use **Exclude from AI Knowledgebase** and ask Powerfront to verify removal when needed.
- Shared-response deletion requests removal of the linked article. For a personal response, ask Powerfront to confirm cleanup of previously indexed content after deletion.
- Powerfront can suspend uploads or deletions separately. If deletion is suspended, exclusion can leave an existing article in place.
- A service restart backfills missing links; it does not recheck every previously uploaded article.
- Content can remain in earlier AI answers even after its source article changes or is removed.

## Depends on and works with

### This feature uses

- **Requires** [Saved responses](CHAT-015.md): Saved responses supply the titles, categories and answer text to publish.
- **Configured in** [Website and regional settings](ADM-004.md): The website's default language is the first choice for response content.
- **Configured in** [AI feature settings and change history](AI-001.md): The intended AI feature must be allowed to use the knowledge function.
- **Configured in** [AI functions and required inputs](AI-016.md): The generated search function's enablement and description control its availability and guide its use by AI features.
- **Configured in** [Embedding models for knowledge search](AIP-008.md): For Vector or Hybrid retrieval, the generated search function's embedding options control meaning-based matching.
- **Configured in** [Knowledge Base connections for AI](AIP-009.md): The generated Knowledge Base function sets the retrieval service and search options used to find published responses.
- **Works better with** [Subsites](ADM-003.md): Response subsite restrictions accompany the uploaded article.
- **Works better with** [Teams](ADM-013.md): Team ownership accompanies the uploaded article.
- **Needs licence or module** Admin settings and feature switches (managed by Powerfront): Powerfront must enable AI for the website and provide the knowledge service setup.

### Used by

- **Enhances** [Saved responses](CHAT-015.md): Eligible shared responses can be synchronised to an AI knowledgebase.
- **Enhances** [Knowledge Base connections for AI](AIP-009.md): Saved responses can supply content for a managed knowledge index.

## FAQ and troubleshooting

### Why is a new response missing from AI answers?

Check that **Exclude from AI Knowledgebase** is off and that the response contains letters or digits. Confirm that the AI feature uses the saved-response knowledge function. Ask Powerfront to check provisioning or background sync if it still cannot be retrieved.

### Why is an old answer still appearing after I excluded it?

Removal happens in the background and may fail or be suspended. Ask Powerfront to check removal of the indexed article. Exclusion does not rewrite answers already generated.

### Does every translated version become a separate article?

No. This path selects one version using the website language, English and then the first language with text, in that order.

### Can I use an emoji-only response as AI knowledge?

No. A response needs at least one letter or digit to pass the content check. You can still manage it as a saved response.