Internal articles and snippets for Fibi and Copilot

Teams need to give Fibi and Copilot detailed context that should not be published as Help Center content. Today this knowledge is managed separately in Fibi Training Data and does not behave like first-class, reusable content.

Add dedicated internal content types to the shared Knowledge area, similar to Intercom:

• Internal article: long-form, richly formatted knowledge for procedures, policies, product details, troubleshooting, and other material that should remain private.

• Internal snippet: short, reusable facts or instructions that do not need a full article.

For every internal article or snippet, let teammates independently enable or disable whether it can be used by:

• Fibi AI Agent

• Copilot

• Other AI or support surfaces added in the future

Internal content must never appear publicly in the Help Center. It should still use the same high-quality editor and management model as public Help Center articles, rather than the current separate Training Data format.

Internal articles and snippets should be searchable, filterable, organized, and show useful metadata such as where they are used, owner, language, and last updated date. They should also be fully manageable through the API and MCP.

This is one part of the broader unified knowledge management for Help Center and Fibi AI Agent direction.