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Source references identify material returned by a search of an agent’s knowledge. Use them to find the source and check an important fact against the actual answer. A listed source is not proof that it answers the whole question or that every sentence in the reply is correct.

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Where the references appear

When Searched the knowledge base appears in a conversation, open that activity row to inspect its source details. A reply that did not use that search does not have to show the same panel. To try this with an available agent, open Chat, choose the agent and ask a question about its attached material. To check an agent you can edit, open it from Home and use the preview in Build. On a narrow screen, select Chat Preview within Build. These links open general app areas. Choose the agent whose reply you want to check.

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What a document or website reference gives you

For a document you own and can access, open Library to inspect the saved material. A visitor seeing a source row does not gain general access to your Library.

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Check the fact as well as the source name

For a fictional shop assistant, ask a returns question that its approved FAQ answers. Open Searched the knowledge base and check whether the expected FAQ is listed. Then compare the actual reply with that FAQ’s text. A familiar filename may identify an older or wrong version. Related search results may also leave part of the question unanswered. Check the relevant passage rather than stopping when you see a source row.

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When a source or fact looks wrong

For an agent you can edit, check its attached knowledge and the named source’s contents. Correct an outdated attachment or add missing approved information. Asking for a citation cannot create a source that was never supplied. Use Why your agent can’t find something to diagnose a missing fact. If an old attachment should be removed, follow Remove a file from your agent. To add reference material, start with Give your agent knowledge.