Access, sensitivity, and trust
Every document, note, FAQ, web page, and record carries the same set of controls. They decide who an item is used for, how it is handled, and how heavily answers lean on it. You set them when adding a source, in a note's Sharing & classification dialog, in a connection's Access & Trust step, or from the Library with Edit access & details.
Who can see this?
This is company access: who in your organization an item can be used for.
Everyone — all members of the organization (not guests). This is the default.
Specific people — pick teams, roles, or people. Each entry can be set to Allow or Exclude; an exclude always wins. Role choices are Admins, Editors, Contributors, Support, and Members.
Just me — only you.
Access is checked live for each person at answer time. An item someone cannot see is simply not used in their answer; it is dropped before the answer is written, so nothing leaks. Items set to Just me or Specific people are also left out of shared internal channels such as Slack, which have no individual identity.
An item created inside a note or source inherits that parent's settings at creation; later changes to the parent do not flow down on their own.
External Channels
This is the customer plane: what people outside your company can see on your Help Center and in chat widget answers.
Not shown — never appears in your Help Center or widget answers. This is the default.
Signed-in customers — only people signed in to your customer portal.
Public — anyone who visits, no sign-in needed.
Customer tiers need company access set to Everyone and sensitivity set to Standard. If either is not met, the control is disabled and explains why, and narrowing access later automatically switches the item back to Not shown. A Help Center article can only be published if its tier is Signed-in customers or Public. Published pages are managed under Help Center.
Sensitivity
Sensitivity sets how carefully an item must be handled.
Standard — normal company knowledge.
Confidential — masked in public answers; review before wide sharing.
Highly sensitive — answers only for people explicitly granted; access is logged.
Sensitivity does not by itself change who inside the company can open an item; that is company access. It limits where the item can go. Anything above Standard is forced to Not shown for customers and cannot be published to a Help Center. Each agent has a Sensitivity ceiling (Standard, Confidential, or Highly sensitive); items above the ceiling are invisible to that agent on every channel. Public widget and other shared channels default to a Standard ceiling.
Trust
Trust sets how heavily answers lean on an item.
Low — unvetted or informal. Cited last, only when nothing stronger exists.
Medium — normal knowledge, the default weight.
High — the official answer. It outranks overlapping sources.
In practice, High-trust documents, pages, and FAQs are scored as strong evidence and count as trusted sources, which is what lets a single source reach High confidence. An item in draft, rejected, or archived state loses that boost. When two sources genuinely conflict, a reviewer-verified item wins over an unverified one; otherwise the newer or more trusted source is used and the older one is mentioned with a likely reason.
The other classification fields
Stays accurate for — Weeks, Months, A year, Years, Evergreen, or Until a date. After the window the item is flagged for re-review and counts as less fresh in confidence.
How the AI may use the wording — Paraphrase freely, Keep facts exact (numbers, codes, and constraints stay verbatim), or Quote exactly (official or legal wording, never reworded).
Owning team, Category, and Tags — used to shelve, filter, and rank items.
Where you see these controls
On the Library item detail: Who can see it, and an Edit button that opens Edit access & details.
On a document page: Internal access, Customer access, Sensitivity, Trust tier, and AI retrieval, with Edit access & AI controls.
In the notes editor: the access chip in the header (Private, Public, Signed-in customers, Specific people, or Company only) and Edit sharing & classification….
In bulk from the Library: select items and choose Access & classification. Changing any access control (who can see it, sensitivity, or External Channels) replaces the whole access policy on every selected item; untouched classification fields keep each item's own values.
Who can change them
Editors, Admins, and Owners can change every control. Contributors can change company access on items they own, but not customer exposure, sensitivity, trust, or review state. Members and Support roles can read knowledge but not change these controls.