Internal versus customer-facing knowledge

Customer-facing articles should never include margin notes or supplier names unless shoppers need them. Put internal escalation criteria in restricted docs your agents read manually.

Agentra Knowledge is optimized for shopper-safe content the AI can repeat.

Split guidance

1. Write customer policy in friendly second person.
2. Store internal thresholds in your ops wiki.
3. Reference when to escalate in agent training, not in public FAQs.