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Citations allow your agent to include numbered references to knowledge base sources directly in its responses. When enabled, users can click any reference to view the source document or website, making it easy to verify the information the agent provides. Example: “Dental coverage is included in the benefits package [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, Websites, Indexed Websites, SharePoint Sites, and LivePro. Supported channels: Web Chat, Microsoft Teams, and WhatsApp.

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Best Practices

  • Enable citations whenever your agent answers questions from internal documents or websites — it builds user trust and makes responses auditable.
  • If users are asking questions the agent cannot find a source for, citations will not appear for those responses. This is expected behavior.
  • Pair citations with a well-structured knowledge base so references point to specific, readable source content rather than broad or unindexed pages.