Let the AI answer from general knowledge

Allow the assistant to answer questions even when the answer is not in your uploaded or crawled sources, using the language model's general knowledge instead. Today, the AI only answers from content you have given it — your website, pasted text, and Q&A pairs. If a customer asks something your content does not cover, the AI says it does not have an answer and offers to connect them with a human. General knowledge mode would let the AI fall back on what the language model already knows. For example, if a customer asks how to clear their browser cache (a common troubleshooting step), the AI could explain it even if your help center does not have an article about browser caches. This request comes with an important tradeoff. Answers from your own content can be cited and verified. Answers from general knowledge cannot, because there is no specific source to point to. Teams would need to decide whether the convenience of broader answers is worth the reduced traceability. A likely implementation would clearly label general-knowledge answers so both the customer and your team can tell the difference.