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Citations allow your agent to include numbered references to knowledge base sources directly in its responses. When enabled, guests and staff can click any reference to view the source document or website, making it easy to verify the information the agent provides. Example: “The pool is open daily from 7:00 AM to 10:00 PM [1].”

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Enabling Citations

Citations are configured per agent. To enable them, open your agent, expand the Citations section, and toggle citations on.
Citations require at least one compatible knowledge base to be connected to the agent before enabling.

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Compatibility

Citations are not supported across all knowledge base types and channels. Before enabling, confirm your setup is supported. Supported knowledge bases: Documents, Realtime Websites, Indexed Websites, SharePoint Sites, and LivePro. Supported channels: Web Chat, Microsoft Teams, and WhatsApp.