This guide helps your team get more value from TurboHelp's AI and Automation tools. Use it to understand the feature, configure it correctly, and know what to check before relying on it in your daily support workflow.
At a Glance
Use automation to remove repetitive work while keeping humans available for complex issues.
Start with focused rules or flows, test them with real examples, and expand gradually.
Review AI handoffs, tool results, and knowledge quality so automation stays helpful.
The TurboHelp AI Agent is only as useful as the knowledge it can access. The Knowledge section is where you give the agent trusted information from articles, documents, websites, and other approved sources so it can answer customers accurately.
Knowledge Sources
You can build the AI Agent's knowledge from several types of content, depending on how your team documents support information.
Help center articles: Best for customer-facing answers, troubleshooting steps, policies, and setup guides.
Uploaded files: Useful for PDFs, internal guides, manuals, onboarding documents, and structured reference material.
Website content: Useful when important product or policy information already exists on public pages.
Manual entries: Good for short facts, rules, or answers that do not need a full article.
Organizing Knowledge
Keep AI knowledge organized with clear names, tags, and scopes. If different teams or products need different answers, use tags or separate agents so the AI does not mix unrelated information.
Refreshing Knowledge
Whenever you update product behavior, pricing, policies, or troubleshooting steps, refresh the relevant AI knowledge. Outdated content can cause confident but incorrect answers, so treat AI knowledge maintenance like regular help center maintenance.
Testing AI Answers
After adding or updating knowledge, test the AI Agent with realistic customer questions. Try direct questions, vague questions, and edge cases. Confirm that the agent answers accurately and escalates when the content does not contain enough information.
Quality Checklist
Use clear source titles so admins know what each knowledge item contains.
Remove duplicate or contradictory content.
Tag content by product, audience, department, or support scenario.
Review unanswered or escalated AI conversations to find missing knowledge.
Best Practices
Give the AI agent narrow, high-quality knowledge before broadening its scope.
Always define a clean escalation path to a human agent.
Use test conversations to confirm the automation does what customers expect, not just what the rule says.