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Visibility Rules

Control which AI personas can access specific content in your knowledge base

Visibility rules let you restrict which AI personas can retrieve specific content. Use them when you have multiple personas (e.g., Support vs Sales) and want each to only use relevant content.

How It Works (TL;DR)

ActionResult
Make visible to allContent is visible to every persona. No restrictions.
Restrict to specific personasContent is visible only to the persona(s) you select. Others cannot retrieve it.

You can select one, two, or more personas when restricting. For example, "Support and Sales only" means only those two can access it; Marketing and others cannot.

The restrict dialog shows a clear summary before you apply, and a confirmation explains exactly what will happen for "Make visible to all."

When to Use Visibility Rules

  • Sales persona - Only access pricing, proposals, competitor info
  • Support persona - Only access help docs, troubleshooting, FAQs
  • Internal persona - Only access internal policies, staff-only content
  • Marketing persona - Only access marketing materials, product pages

Without visibility rules, all personas can access all content by default.

Two Levels of Visibility

Item-Level Visibility

Set visibility on individual documents, websites, or FAQs:

  1. Click on the item to open its detail page
  2. Find the Visibility Controls section
  3. Toggle Limit Visibility on
  4. Select which personas (or agent types) can access this content
  5. Save changes

Use item-level visibility when you need precise control over specific pieces of content.

Folder-Level Visibility

Set visibility on entire folders. All content in the folder inherits the folder's visibility rules unless the item has its own rules.

  1. Click to edit a folder
  2. Toggle Limit Visibility on
  3. Select which personas can access content in this folder
  4. Save

Use folder-level visibility when most content in a folder is for the same persona(s).

Learn more about folders →

Bulk Visibility Actions

Instead of editing each item one by one, you can update visibility in bulk:

  1. Go to Training and select the content you want (documents, websites, or FAQs)
  2. Use the Actions for X selected dropdown
  3. Choose one of:
    • Make visible to all personas - Removes all restrictions; every persona can access
    • Restrict visibility to specific personas - Opens a dialog where you select which persona(s) can access the content (you can pick one, two, or more)

The restrict dialog lets you multi-select personas (and optionally agent types). Only the personas you check will be able to retrieve that content. Perfect for "Support and Sales only" or "Marketing and Internal only" scenarios.

Select multiple items, then choose "Restrict visibility..." — pick as many personas as you need (1, 2, 3, or more). A confirmation explains exactly what will happen before you apply.

Visibility Badges

On the Training page, items with limited visibility show a Restricted badge (purple). This helps you:

  • See at a glance which content is restricted
  • Quickly identify items that might need visibility changes
  • Select the right items for bulk visibility actions

Items visible to all personas don't show a badge.

Pre-fill When Adding Content

When you add new content and select a folder that has visibility restrictions, the visibility rules are automatically pre-filled:

  1. Open the + Add Content dialog
  2. Select a folder that has Limit Visibility enabled
  3. The Visibility Rules section expands and pre-fills with that folder's persona/agent type selections
  4. Add or adjust as needed, then save

This prevents new content from accidentally being visible to all personas when it should be restricted.

How Visibility Works

When a contact chats with a persona:

  1. The AI searches your knowledge base
  2. Only content visible to that persona is retrieved
  3. Content without visibility restrictions is visible to all personas
  4. Content with Limit Visibility on is visible only to the personas (or agent types) you selected

Best Practices

Start with Folders

For new setups:

  1. Create folders (e.g., "Sales Materials", "Support Docs")
  2. Set folder-level visibility rules
  3. Add content to folders - visibility inherits automatically
  4. Use item-level only when you need exceptions

Use Bulk Assign for Migrations

When importing lots of content (e.g., website crawl into a marketing folder):

  1. Import the content
  2. Add items to the appropriate folder
  3. Select all imported items
  4. Choose Restrict visibility to specific personas from the Actions dropdown
  5. In the dialog, select which persona(s) can access the content (multi-select)
  6. Apply — no need to open each item individually

After setting visibility:

  1. Go to Training > Search
  2. Switch the persona filter (if available)
  3. Ask a question the content should answer
  4. Confirm the right persona can retrieve it and others cannot

Organizing with Folders

Use folders to organize and control access to your knowledge base content

Testing Your Knowledge

Use the inline search to verify your content is retrievable

On this page

How It Works (TL;DR)When to Use Visibility RulesTwo Levels of VisibilityItem-Level VisibilityFolder-Level VisibilityBulk Visibility ActionsVisibility BadgesPre-fill When Adding ContentHow Visibility WorksBest PracticesStart with FoldersUse Bulk Assign for MigrationsVerify in SearchRelated Pages