Articles and website sources
Use https://app.message.com/knowledge/articles for approved articles and https://app.message.com/knowledge/sources for supported source ingestion. Website onboarding generates drafts for review. Check whether an article is published and whether it is internal or public.
Connected business data
Connect a supported platform through https://app.message.com/settings/integrations/connections or its dedicated setup page. Product and policy knowledge can support general answers; private order lookups require the connector’s customer-verification flow. A connection does not make every record a public help article.
Keep sources current
Check source and job status after an import, review drafts, publish approved changes and test the questions customers ask. Saving a draft does not replace the previously published answer.
When information is missing
Add the missing policy or factual answer instead of encouraging the AI to guess. Knowledge retrieval reduces unsupported answers but is not a guarantee that every generated answer is correct.
Keep going
Put the next step into practice, or ask us about your setup.