> ## Documentation Index
> Fetch the complete documentation index at: https://docs.raum.am/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

## 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.

> **[Knowledge & AI](https://docs.raum.am/chatbot/knowledge-ai.md)**
>
> Understand which shared resources Chatbot can use.

> **[Public connections](https://docs.raum.am/chatbot/public-connections.md)**
>
> Configure live customer-safe data access and public action boundaries.


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