PD AI Assistant can search your existing billing-system knowledge base and use matching articles in answers. This is distinct from uploading custom documents under Settings → Knowledge.

Enable the intended grounding

Open PD Modules → PD AI Assistant → Settings → Data & privacy and find Answer from your Knowledge Base. Review the article audience before enabling it, particularly if the customer assistant is already active. The setting affects staff and customer KB awareness rather than providing separate audience toggles.

For a staff-only evaluation, leave the customer assistant disabled while checking the existing help material. Save the intended Data & privacy settings and confirm them by reopening the tab.

Test an approved article

1. Identify a current article with a clear title and a distinctive topic.
2. Ask the staff assistant a specific question that the article answers.
3. Inspect the displayed search step and any cited title or link.
4. Open the original article and compare the answer with its actual instructions.
5. Refine vague wording or the underlying article if the search result is not useful.

Native KB search is keyword-based and returns relevant excerpts, not a promise to read every article or quote the complete procedure. The matching text can be sent to the AI provider as answer context. No custom-document embedding upload is required for this native search feature.

Review customer retrieval separately

The released Blesta search uses the active company’s Support Manager knowledge base. For the customer-facing path it allows public and private article access, because private articles can be read by signed-in clients; hidden and staff article access are excluded.

The reviewed search does not reproduce every category-visibility check. If category access is part of how you keep material from customers, leave customer-facing KB awareness off until a supported boundary meeting your audience requirements has been established. Review article access and company context as well as category labels.

Troubleshoot a missing answer

Confirm KB awareness is saved, the article belongs to the intended system or company, and the query uses meaningful topic words. No matching result is not proof that the knowledge base is empty. A missing native support component or an inaccessible search can also leave the assistant without results.

Turning this setting off stops this native search feature from being offered. It does not delete the articles, remove custom uploaded sources or erase information already present in a conversation.

See the PD AI Assistant Blesta guide for related tasks, or explore PD AI Assistant.