Knowledge and the help centre
Two different stores: what your customers read, and what the AI agent has been given. Nothing crosses between them on its own.
Two things in the product hold knowledge, and they are not the same thing.
| Store | Who reads it | Where you manage it |
|---|---|---|
| The help centre | Your customers, on your own domain | Knowledge on the navigation rail |
| The AI agent's index | Aura AI | The help centre's own content list, one send at a time |
They used to be two screens. They are now one screen and one deliberate act: you write articles in the help centre, and you hand chosen articles to the AI. Publishing an article does not train the agent, and nothing trains it automatically.
The help centre
Knowledge on the rail opens /help-centre, which has four pages.
| Page | What it is |
|---|---|
| Overview | What this help centre holds, whether customers can reach it, and what has been imported into it. |
| Content | Every article, one locale at a time. Filter, sort, publish, and hand articles to the AI. |
| Collections | How articles are grouped and ordered for visitors. |
| Branding & domain | How the public site looks, and the address it answers on. |
A fifth row opens the live public site in a new tab when the deployment has resolved an address for it. When it has not, the row is the site's name rather than a link, because a guessed address can land on another workspace's help centre.
Two addresses that moved
/help-centre/website and /help-centre/domain both redirect to
/help-centre/branding. Branding and Domain were merged into one page, and the
page kept the address Branding always had.
Full detail on writing, publishing, collections and the custom domain is in the Data Room section, which is where this surface is documented as a product in its own right.
Two fields decide whether a customer sees an article
Both have to be right, and they are independent.
- Editorial state is
draft,publishedorarchived. This is what publishes an article. - Visibility is
public,signed_inorinternal. This is what decides who may read it.
An article can be published and still invisible because it is internal, and it can be public and still invisible because it is a draft.
What a visitor can and cannot reach
The public surface is read only. There is no vote, no comment and no subscription.
Everything missing answers the same way. An unknown host, a disabled help centre, a draft article, an internal article, a signed-in-only article, an article whose collection is internal, and an article that does not exist all produce identical responses. Nothing confirms that a hidden thing exists. A staff session presented to the public surface changes nothing about what it serves.
Feeding the AI
An article reaches Aura AI only when somebody sends it, from Knowledge, Content. Two things have to be true first: a connected Aura AI agent, and a public address for the help centre. The indexer is handed the article's URL rather than its text and visits it like any other reader, so a draft, hidden or internal article cannot be indexed at all.
See Handing articles to the AI.
Searching knowledge from a client
search_knowledge_base over MCP reads the agent's index and only reads it. See
the MCP tools reference.