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Internal articles and snippets for Fibi and Copilot

Fibi AI Agent

Teams need to give Fibi and Copilot detailed context that should not be published as Help Center content. Today this knowledge is managed separately in Fibi Training Data and does not behave like first-class, reusable content.

Add dedicated internal content types to the shared Knowledge area, similar to Intercom:

  • Internal article: long-form, richly formatted knowledge for procedures, policies, product details, troubleshooting, and other material that should remain private.

  • Internal snippet: short, reusable facts or instructions that do not need a full article.

For every internal article or snippet, let teammates independently enable or disable whether it can be used by:

  • Fibi AI Agent

  • Copilot

  • Other AI or support surfaces added in the future

Internal content must never appear publicly in the Help Center. It should still use the same high-quality editor and management model as public Help Center articles, rather than the current separate Training Data format.

Internal articles and snippets should be searchable, filterable, organized, and show useful metadata such as where they are used, owner, language, and last updated date. They should also be fully manageable through the API and MCP.

This is one part of the broader unified knowledge management for Help Center and Fibi AI Agent direction.

What AI feature?
Posted by An Anonymous User ·
Status: In Progress1 comment

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Comments1

  • Noah Sanches

    •

    Sep 22

    This would be fantastic, we are running into this issue right now where I want to be building more of a query-able internal knowledge base for our company (particularly the support team). Right now we are adding SOPs to Google Drive but it’s not something you can query and it isn’t easily accessible/editable from the system we are using on a daily basis (featurebase)

    Ideally this internal knowledge base can be accessed via Featurebase itself and I can invest more time/effort into building that out. What I am picturing is something like Tettra or Guru potentially. https://tettra.com/product/

    Would that be achievable with this update?

  • Linked to Unified knowledge management for Help Center and Fibi AI Agent