How can I mark parts of an article as confidential?

Mark content as confidential to reduce the risk of agents sharing internal only info from Smart Advisor.

Make sure that the Smart Advisor touchpoint is enabled in your account. For more information contact your Customer Success Manager.
  1. In the AI Console, go to Knowledge > Articles.
  2. Select an existing article or create a new one and add content in it.
  3. To mark part of the content as confidential, select the relevant part and choose (Confidential Info) in the editor.

    Result: The selected text appears in brackets now.

  4. Publish the article.
When this article appears in the Smart Advisor in the Agent Workspace, agents can't copy the parts that are marked as confidential.