Maximizing Front AI with knowledge sources

Front’s AI features, like Copilot and Autopilot, are only as powerful as the information they can access. While AI is great at understanding language, it needs a "source of truth" to provide accurate, helpful, and brand-consistent answers.

By connecting your team’s collective knowledge to Front AI, you transform it from a general assistant into a specialized expert on your business.

• Accuracy and trust: Providing specific sources ensures AI isn't guessing. It uses your actual documentation to answer customer questions.

• Faster resolutions: When AI has access to your help articles and past conversations, it can draft complete, ready-to-send replies, saving your team hours of manual research.

• Consistency: Knowledge sources ensure that every customer receives the same high-quality information, regardless of which teammate is handling the conversation.

• Transparency: When AI generates a response, it cites its sources. Your team can see exactly which article or past conversation was used to build the draft.

Front allows you to layer different types of information to create a comprehensive "knowledge layer" for your AI.

This is your most reliable source. By using a Front knowledge base, AI can instantly access your published help articles. Updates to these articles are typically available to AI within minutes, ensuring your bots and suggested replies always use the latest information.

Learn more: Getting started with knowledge base

If you have a public-facing help center, blog, or FAQ site hosted outside of Front, you can sync it via URL. Front will crawl and ingest up to 3,000 pages from your external site to inform its AI responses.

Learn more: Use public website content with Front AI features

For companies that store specialized documentation in other platforms (like internal wikis or protected databases), Application sources allow you to integrate that content directly into Front. This is ideal for connecting private or password-protected content that isn't accessible via a standard web crawl.

Learn more: Use third party sources with Front AI features

In addition to formal documentation, Front AI learns from your team's past interactions. By analyzing how you’ve successfully solved problems in the past, AI can suggest replies from similar conversations that match your team's unique tone and expertise.

Learn more: Get a jumpstart on replies with Copilot

We recommend starting with a Front knowledge base for the best performance and adding external or application sources to fill in any gaps.

Step 1

Click the gear icon, navigate to your workspace settings, then select Front AI from the sidebar.

Step 2

In the Knowledge sources tab, click Add sources. Select the knowledge source type you’d like to add to Front. Similar conversations are automatically included.

See these articles for more detailed instructions:

• Front knowledge base: Getting started with knowledge base

• Public website: Use public website content with Front AI features

• Third party source: Use third party sources with Front AI features

Step 3

Click Save to finish.

Step 4

You can return to this list at any time to add, remove, or edit your knowledge sources.