Setting Knowledge Visibility:
Assist AI can integrate with multiple knowledge sources including the inbuilt Answers module to fetch relevant answers to the users. However, there could be times when we would like to restrict the content displayed to the users. Organisations can have employees / work locations across the globe. And Assist AI should be able to provide contextual responses to the questions posted, . eg. If a user from the APAC region and a user from the Europe region ask the same question about the holiday calendar or HR policy, each user should be shown the details that are specific to their region.
To tackle this use case, we configure User Groups in Assist AI and then restrict the visibility of the corresponding knowledge articles. This ensures that the appropriate user groups receive contextually relevant answers.
Once the User groups are created within Assist AI, the knowledge articles' visibility can restricted using the following steps.
Steps to set knowledge visibility restrictions:
- If you are using Assist AI on Slack, open your Slack Workspace → click on Apps → Assist AI → Home tab→ Manage Assist AI
-
If you are using Assist AI on Teams, open your Teams workspace → click on Assist AI on the left tab → Home tab→ Manage Assist AI
- This will take you to the Assist AI admin dashboard
- On the left pane of the Assist AI admin dashboard, select Apps.
- Now, select the knowledge integration for which you want to restrict the visibility.
- If you haven't already, sync the required knowledge sections.
- You will notice that all synced sections are set to All users visibility by default, indicating that anyone within the company can view the content under that section.
- To set the visibility restriction, click the three dots next to the section and then select Set visibility.
- Now set the visibility type for the section.
- All Users: Anyone within the organisation can view the section and the articles contained within it.
- Specific user groups: One or more user groups can be added to a section. The section and the articles within it will be accessible to all the users who are part of those user groups.
- No Users: No one can view this section or the articles contained within it. Ideally used for confidential content.
- Same as parent: This will make the section as visible as its immediate parent section. For example, if a section (Section X) is set to All Users visibility and a section beneath it (Section Y) is set to Same as parent, then the visibility of the child section (Section Y) would also be considered as All Users.
- In order to restrict the access of a certain knowledge content to a specific user group set the visibility of that article to Specific user groups and add the corresponding user group. This would make sure that the restricted content is not suggested to anybody other than the users part of that user group.
With the above steps you will now be able to successfully manage knowledge visibility restrictions within Assist AI.