In short
- Your content, not the internet.By default the agent answers only from the sources you added and is told never to state a price, date or policy they don't.
- A source for every sentence.Each sentence that uses your content carries a number like [1] that points to the page or file it came from.
- Found by meaning and words.Search looks for matching meaning and keywords, then a second model puts the best first.
- Short, clear replies.Answers are kept to a few sentences or a short list, so visitors get the point fast.
A chat agent is only useful if people can trust it. When an answer says your return window is 30 days, a visitor should be able to see where that came from, and so should you. OneType builds every answer from your own content and shows its sources right in the reply.
Why sources matter
Most visitors never read your help pages from top to bottom. They ask a question and want one clear answer. Sources let them check that answer in one click, and they let your team see exactly which page the agent relied on. If an answer is wrong, you know which page to fix.
Sources also keep the agent honest. It is told to cite every sentence that uses your content, and a citation to anything it was not given is dropped before the visitor sees it.
How an answer is made
When a visitor asks something, OneType searches your agent's knowledge in two ways at once: by meaning, so "can I send it back?" finds your returns page, and by keywords, so exact product names and codes are not missed. The results are merged and then reranked by a second model that reads each passage against the question.
The best eight passages go to the answering model. We tested giving it sixteen, and answers got slower and less accurate, so eight it is. If the conversation already has some history, the question is also rewritten into a standalone search, so a follow-up like "and how much is it?" finds the right page.
- The visitor asks a question in the chat.
- OneType searches your content by meaning and by keywords.
- A reranker picks the passages that really answer it.
- The agent writes a short answer from those passages only.
- Each sentence gets a numbered source the visitor can open.
What a source shows
A source carries the page title, the section heading it came from, and a link to the page. For a PDF it can show the page number. When the answer is one of your saved answers, it is marked as an answer from your team. Several passages from the same document share one number, so the visitor sees each document once.
For Google Drive documents, the link is shown only if you allowed it, because many of those documents are private.
Only the facts in your sources
With the "Answer only from knowledge" setting on, which is the default, the agent answers only from the numbered sources it was given. It is told never to state a price, fee, date, limit, policy, guarantee, feature or availability that your sources do not state. If your content does not answer the question, it says so instead of guessing.
If you turn that setting off, the agent may explain general ideas in its own words, kept apart from your facts and without a source, and it is still told never to state facts about your company your sources don't.
Kept separate for every customer
Every search is limited to one workspace and one agent. If a search ever returned a passage from outside that agent and workspace, the whole answer would be withheld rather than shown.