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How do approved answers and source controls work?
7 minute read
Reviewed September 3, 2026
Short answer
Short answer
Engage uses tenant-specific business knowledge and prompt-profile controls. Governed documents can carry a source path, content hash, version, approval status, active state, and effective dates so the material behind an answer can be reviewed instead of treated as an anonymous text pile.
Before you start
- A named owner for business facts and policy changes
- Source material that does not contain credentials or unnecessary personal data
- Access to the Engage knowledge and prompt-profile controls for your workspace
Choose sources deliberately
Use the material your staff already relies on: current service descriptions, hours, coverage, policies, approved pricing guidance, booking instructions, and escalation rules. Remove contradictions before indexing them.
Keep one fact in one authoritative place when possible. A clean source hierarchy makes it easier to update the answer and understand which document should win when information changes.
Review, publish, and rebuild
The knowledge index reports the source files and indexed chunks available to the workspace. After an approved source changes, rebuild the affected file or the index so the active retrieval layer reflects the reviewed material.
- 01Update the authoritative source and record who approved the change.
- 02Confirm that the old version is no longer active when the new version supersedes it.
- 03Rebuild the affected source in the knowledge index.
- 04Ask a small set of synthetic questions that should use the changed fact.
- 05Check that the answer stays inside the prompt-profile boundaries.
Synthetic example
If Saturday hours change from 9–1 to closed, update the hours source, mark the new version active, rebuild it, and test both “Are you open Saturday?” and “Can I book Saturday?” before considering the change complete.
Write boundaries as carefully as answers
A useful boundary tells Engage when to answer, when to ask a clarifying question, and when to send the visitor to a person or system of record. Account changes, binding quotes, emergency advice, and facts missing from approved sources are common escalation cases.
Availability and limits
What to keep in mind
- Indexing a document does not make every sentence correct, current, or suitable for public answers.
- Approval metadata improves governance, but an owner still has to review source quality and test important answers.
- Do not place passwords, private prompts, customer conversations, or secrets in public-facing knowledge sources.
Keep going
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