Shared knowledge

Library → Shared Knowledge is the public trust boundary for AI Chatbot. Resources used internally by AI Assistant remain private until an administrator deliberately approves them for public Chatbot use.

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Public review states

Resources in the review queue can appear as:

• Private / Unreviewed
• Needs review
• Approved
• Blocked by readiness issues

Only resources that satisfy their readiness rules and are approved can participate in public Chatbot retrieval.

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Resources reviewed here

The current review surface includes:

• Procedures
• AI Guidelines
• Documents & Websites
• Gallery assets
• Connections
• MCP Servers
• Updates

RAUM-authored knowledge articles also have their own Assistant/Chatbot availability and approval controls in Shared Knowledge.

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Admin approval

Creators can author and revise content, but public availability is an administrative decision. Administrators can:

• mark resources for review;
• resolve readiness problems;
• target resources through Collections;
• target Procedures/Guidelines to specific widgets;
• set procedure public-policy requirements; and
• approve resources for Chatbot.

This is intentionally separate from merely setting a resource Active.

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Collections

Collections group approved public resources and can be assigned to widgets. In a widget’s Experience & CSAT tab, selecting collections narrows the widget to those collections. If no collections are selected, the widget can use all Chatbot-approved resources applicable to it. Collections are useful for:

• separate brands;
• product lines;
• country/market deployments;
• customer portals;
• different public policy sets; or
• test versus production widgets.

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Procedure public policy

A Procedure can have additional Chatbot publication controls:

• required visitor identity level:
  • Anonymous
  • Verified email
  • Signed-in customer
• require customer confirmation;
• whether it may suggest approved public actions;
• specific allowed widgets; and
• Collection membership.

This lets an informational public procedure remain broadly available while a procedure connected to account-specific or mutating behavior is restricted more aggressively.

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Guideline targeting

Public AI Guidelines can be limited by:

• Collections;
• specific widgets; and
• allowed domains.

Chatbot uses Response guidance. Assistant-only Translate guidance is not published into the public translation path.

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Authored knowledge articles

Shared Knowledge separates RAUM-authored articles from Zendesk-synchronized Assistant articles. An authored article can carry:

• translations;
• product availability;
• Collections; and
• public approval state.

Chatbot approval is blocked until the article and its required translations are publication-ready.

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Zendesk-synchronized content

Zendesk-synchronized Help Center Articles remain managed from the Assistant/Zendesk side. Synchronizing a Zendesk article does not automatically make it public Chatbot knowledge. If the same information should be public, publish it through a Chatbot-supported resource path rather than treating Zendesk synchronization as consent to expose internal material.

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Connections require two gates

A public Connection is not available simply because its connection editor says website chat may use it. It also needs Chatbot approval here. That means the effective public path is: Connection public policy + matching widget/identity/input rules + Shared Knowledge approval If either gate is missing, the connection remains unavailable to the public Chatbot.

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What is never copied into public context

The public review interface explicitly excludes internal Zendesk resources such as:

• Ticket Fields;
• Macros;
• Zendesk groups; and
• Zendesk organizations.

Keep internal routing and agent metadata internal.