Knowledge sources
Quinn only knows what you let it read. Each source below can be turned on independently per agent from the Knowledge tab on Agent or Copilot.
Source catalogue
| Source | Agent | Copilot | Contributes |
|---|---|---|---|
| Help center | Yes | Yes | Published help center articles |
| Feedback posts | Yes, public boards only | Yes, all boards | Feedback posts and their discussion |
| Changelog | Yes | Yes | Published changelog entries |
| Status | Yes | Yes | Live status components, incidents, and maintenance windows |
| Past conversations | No | Yes | Earlier conversations, for context on repeat issues |
| Internal notes | No | Yes, Copilot-only | Private teammate notes on the conversation |
| Tickets | No | Yes | Resolution summaries from closed tickets |
Internal notes are never used to draft anything that could reach a customer, even from Copilot. That source exists purely to help a teammate answer a private question.
The Agent's feedback-posts source is scoped to public boards. It never cites a post from a private or internal-only board in a customer-facing reply.
Freshness
Every source above is retrieval-indexed except one: status. Status is a live lookup at answer time, not something Quinn re-indexes on a schedule. That means a status change is reflected immediately, with no propagation delay.
If a source feels stale, check whether new content has finished indexing rather than assuming Quinn's configuration is wrong. Status never has this problem, since it's always looked up live.
Defaults
New agents start with a minimal knowledge set so you can build up deliberately:
- Agent starts with only the help center turned on.
- Copilot starts with help center, feedback posts, past conversations, internal notes, and status turned on. Tickets and changelog start off.
Turn on additional sources as your content and comfort with Quinn's answers grow.
Next steps
- Configure the Quinn Agent: deploy Quinn and set its knowledge
- Use Quinn Copilot: turn on the teammate-facing agent
- Give Quinn actions: let Quinn act on what it knows