Institutional Knowledge

Institutional Knowledge

Not everything your team knows lives in polished, published documentation. Support notes, internal write-ups, product tips and other informal know-how often hold valuable answers — but you may not want the AI Agent to present that material to your users as an official, citable source.

Institutional Knowledge lets you mark a source so its content is used to inform the AI Agent's answers, without ever being shown as a citation or a link. Think of it as a source of truth that isn't (yet) official documentation.

When a source is marked as institutional knowledge:

• Its content is used to ground and enrich the AI Agent's answers, just like any other source.
• Any images it contains still render in the answer.
• The source itself is never cited and never linked — your users see the richer answer, but not where that knowledge came from.

This behaviour applies consistently across every AI Agent surface, including the web widget, Slack and Discord.

When to use it

Marking a source as institutional knowledge is a good fit when:

• The material is informal or not yet formalised — internal notes, draft guidance, or know-how that lives in people's heads.
• You want to enrich answers while keeping the underlying document private or unbranded.
• The content is trustworthy for answering, but shouldn't be surfaced to end users as official reference material.

Marking a source as institutional knowledge

Institutional Knowledge is a property you can apply to any source — a URL List, a Google Drive folder, a SharePoint site, and so on.

To mark a source, add the institutional_knowledge tag to the source's configuration. Once tagged, the AI Agent begins treating that source's content as institutional knowledge on its very next answer — there's no need to re-ingest the source.