What the AI is allowed to answer from

The AI answers from your published help centre articles and nothing else. It does not answer from general knowledge, from your website, or from previous conversations.

If your articles don't cover something, it hands the conversation to a human rather than guessing.

Only published articles count

This is the single most useful thing to know about the AI.

When you publish an article, HeyThula stores a separate public copy. That copy is what your public help centre serves and what the AI reads. Your draft — the version you edit — is never used for answers.

So:

• A draft that answers a question perfectly has no effect on the AI.

• Editing a published article changes nothing for the AI until you publish again.

• Unpublishing an article removes it from the AI's knowledge.

Your article list shows the state of each one. Anything tagged Draft is invisible to the AI.

If the AI doesn't seem to know something you've written, check that the article is published and that your most recent edits have been published too.

There's a short delay after publishing

Publishing prepares an article for search and for the AI. That preparation runs in the background and takes a moment. An article published seconds ago may not be used in an answer straight away — wait a moment and try again.

Every answer cites its source

Answers reference the article they came from, so your customer can read the full page and your team can see which article was used. If an answer is wrong, that citation tells you which article to fix.

Why it's restricted this way

A support AI that improvises is worse than no AI, because plausible wrong answers cost more to undo than an honest handover. Restricting it to your published articles means:

• It can only say things you have written and published.

• When it's wrong, you can find and fix the article responsible.

• Improving the AI is the same work as improving your help centre.

Writing articles the AI can use

The AI matches on meaning rather than keywords, so you don't need to guess exact phrasing. What helps most:

• One subject per article. A page covering five topics matches all of them weakly.

• Say the thing plainly, early. Put the answer near the top.

• Use your customers' words, not internal names for features.

• Publish it. An unpublished article isn't knowledge.