Introduction

Setup your first AI

​Most Important to know

• Handover Topics -> Escalating Tickets about specific Topics to certain Agent

• Guidances -> AI Knowledge for Topics like “Size Guidelines”

• Auto Tagging -> Automatically tag your Tickets based on certain Keywords

• Workflows with AI -> Create complex workflows and let AI Trigger them

• Sources -> How to train your AI

AI Source Weighting System (Only applicable to our AI Agent Version v4)

Our AI uses an internal source weighting system to determine which knowledge sources should be prioritized when generating responses.

When multiple sources are relevant to a query, they are not treated equally - instead, they are ranked based on priority.

Source Priority (Highest to Lowest)

1. Products & Help Center Articles
   → Highest priority
   → Primary reference source when relevant

2. Q&A Content & Guidelines
   → Medium priority
   → Structured supporting knowledge

3. General Websites / Crawled Links
   → Lowest priority
   → Used when higher-priority sources are not sufficient

What This Means

• If multiple sources apply to a request, the AI will automatically prioritize higher-weighted sources.

• Product data and Help Center content will override generic scraped website content.

• This ensures responses are accurate, structured, and aligned with your official documentation.

Best Practice Recommendation

For optimal answer quality, key information should primarily be stored in:

• Product data

• Help Center articles

• Structured Q&A formats

Avoid relying solely on general website content for critical information.