Knowledge

Articles

Articles represent a unit of content within the knowledge source, containing information that an AI Agent can use to resolve an end user inquiry.

Availability rules

The availability_rules field on an article controls which articles the AI Agent can access during a conversation. When a rule is set, the AI Agent can only retrieve the article on conversations where the variables’ values match the rule. See Availability rules for the rule schema, operators, validation errors, and examples.

Field semantics on upsert

ValueEffect
Rule objectAttach (or replace) the rule on the article.
nullDetach any existing rule; the article becomes available to the AI Agent for all conversations.
Field omittedLeave the existing rule unchanged.

Field semantics on read

availability_rules is a rule object when an availability rule is set, or null when no rule is attached.

Performance recommendations

For best performance on POST /v2/knowledge/bulk/articles/:

  • Keep rules concise - use only the conditions your targeting needs.
  • You may see degraded performance on requests with more than 5,000 total conditions across all articles.
  • If you’re setting rules across many articles, split the work into multiple requests rather than one large batch.