What Records Labs is
Records Labs turns the documents, websites, and business systems your company already has into a place your team and your customers can ask questions. Every answer comes with citations to the sources it was built from and a confidence score, so people can check it instead of trusting it blindly.
What it does
It brings your knowledge together. You add sources under Knowledge → Sources: upload files, crawl a website, add a list of page URLs, or connect a business system such as an ERP or CRM. Records Labs reads them, keeps them fresh, and indexes them for search. Notes you write in the editor become knowledge too.
It answers questions with evidence. In Chat, you ask in plain language. Records Labs searches your knowledge, pulls the relevant passages and records, and writes an answer that cites each claim. When it cannot find the answer, it says so instead of guessing.
It works through agents. An agent is a configured answering persona: which knowledge it can see, which model or Council it answers with, which Skills it may use, and how it should behave. You can run one agent for the whole company or several for different jobs. Agents can answer in Chat, on a website chat widget, in Slack, over email, and through the API and MCP.
It runs your customer support. The Help Desk is a shared inbox and ticket queue. Conversations from the website widget, email, and other channels land there. An agent answers first; a person takes over when needed. The Help Center is a site you publish from your Notes, open to everyone or only to signed-in customers, where customers find answers themselves and submit requests.
Who uses it
Operators and support teams who answer the same questions every day and need the right answer with the source attached.
Sales and product people who need to look things up across spec sheets, price lists, and a CRM without opening five systems.
Admins who want to control who sees what. Access is set by role, by team, and by sensitivity level, and every answer respects those rules.
Customers, through the website widget and the Help Center, who get answers built only from the knowledge you have chosen to share with customers.
How an answer is built
Think of it as four steps.
Sources. A PDF, a crawled web page, a spreadsheet, a connected system, or a note. Each one is read, split into meaningful pieces, and indexed.
Knowledge. The indexed pieces, plus the access rules on them. A question only reaches the knowledge the asker is allowed to see.
Agent. The agent decides how to search, which model answers, and which Skills to use. A Council agent asks several models and reconciles their answers.
Cited answer. The answer, the citations it rests on, and a confidence score. You can open any citation to see the source passage or record.
Structured questions, such as a price or a part number, are answered from your data tables directly. Open questions are answered from documents and notes. Both paths produce citations.
Where things live in the app
Chat is the home screen. Use New chat in the sidebar to start a conversation.
Projects group chats and files around one piece of work.
Creations hold documents, charts, and apps you generate from chat.
Knowledge has Home, Notes, Sources, Library, Brain, Business, Review, and Access & policy.
Help Desk has the Inbox, Customers, Reports, Help Center, and Channels.
Analytics shows usage and quality.
Settings is in the menu under your name at the bottom of the sidebar. Admins and Owners also find Agents, Skills, and Developers there.
Help and support is the life-buoy button at the bottom of the sidebar, next to your name (or press ?). It opens the docs, a chat with the Records Labs support team, and your support requests.