Train the AI: knowledge base & reply rules
PilotPM's drafts are only as good as what you teach it. There are three ways to train it — all from settings, no data science required.
1. Knowledge base articles
Published help articles do double duty: they appear on your public help center and ground the AI's replies. Need the AI to know something it shouldn't post publicly (an internal policy, an edge case)? Save the article as AI-only (internal) — it grounds the assistant but never shows on your public site.
2. Reply rules
In Settings → Reply rules, write short plain-English instructions the AI must follow when drafting — tone, do's and don'ts, per-channel etiquette, and when to escalate to a human instead of replying. Rules can apply to the whole workspace or be scoped to a channel, customer tag, inbox, or team. Stage them as drafts and turn them on when ready.
3. Saved replies
Your canned answers (see Saved replies & templates) also ground the AI, so it reuses your approved wording.
Fill the gaps
PilotPM notices recurring questions your help center doesn't answer and drafts candidate articles for you to review in Help center — an easy way to keep coverage growing.
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