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Your AI answers from what you put in front of it. OpenCX gives you three places to do that — pick the one closest to where the content already lives.

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The three ways OpenCX learns

AI Instructions

Write the agent’s persona and answer rules directly — no source needed.

Help Center

Author customer-facing articles that also ground the AI’s replies.

Knowledge Sources

Sync Zendesk, Notion, Confluence, Shopify, your website, and more.

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Which should I pick?

Start from where your content already is. Duplicating content across surfaces creates drift — pick one home and add the others only when you have different content to put there.
  • AI Instructions for rules the AI must always follow (tone, escalation triggers, policies) and for specific question-answer pairs you need exact control over. Fastest to ship; no connector required.
  • Help Center if you want a customer-facing knowledge base and training material at the same time. Articles publish to your public Help Center and sync into the AI’s training index.
  • Knowledge Sources when the content lives in a tool your team already maintains — Zendesk, Notion, Confluence, Shopify, Intercom, Front, GitBook, Freshdesk, or any public website. Connect once; sync runs in the background.
Not sure which source to connect? The decision table on Connect a knowledge source maps every source system to the right connector.

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What the AI actually reads

At answer time, the AI pulls from all three surfaces together. The AI Profile sets the voice; behavioral training scenarios enforce rules on every reply; scenario-specific training, Help Center articles, and synced sources are retrieved by relevance to the customer’s question. Internal-only content (draft articles, segment-restricted content) surfaces only in agent-facing modes like Assist Mode — never in customer replies. Publishing is explicit. Drafts in AI Instructions and the Help Center are never served to customers until you publish them. Syncs run in the background on each source’s schedule.

AI Instructions

Profile, training scenarios, directories, version history.

Help Center

Articles, topics, translations, validation.

Connect a knowledge source

Pick the source, paste credentials, verify.

Autopilot topics

Gate which topics the AI answers vs. hands off.