Knowledge base sources in chat (CITATIONS block)
When Copilot or Fast Line Pro generates a reply from your knowledge base, the system can show operators where the information came from — in a CITATIONS block directly in the Operator Line message thread.
Context and problem
Operators see a Copilot suggestion or an AI agent reply, but it is not always clear which document the text is based on. Without sources, it is harder to verify accuracy, explain details to the customer, or open the full context in the knowledge base.
Solution: after the reply is generated, the system shows knowledge base segments the AI used during retrieval. This helps verify the answer and jump to the matching segment in Fast Line Pro when needed.
What CITATIONS are
CITATIONS are not chat message quotes (reply) or email blockquotes. They are knowledge base (RAG) sources: document name, segment text, and — when available — a link into the knowledge base.
The block appears under messages from:
- Copilot (operator-only suggestions);
- Fast Line Pro Agent in the dialog (AI / fastline messages).
Customers do not see the CITATIONS block — only operators (or supervisors with the right permission).
What each citation shows
| Element | Description |
|---|---|
| Document name | File or document in the knowledge base (e.g. an FAQ PDF) |
| Content | Segment text included in the AI context |
| Percentage (e.g. 51.7%) | How similar the segment is to the query during knowledge base search |
| Link to Knowledge | Opens the segment in Fast Line Pro in a new tab (when available) |
What the percentage means
This is not Copilot or agent answer accuracy. It scores segment relevance to the question during retrieval:
- Higher % — segment is closer in meaning to the query;
- Lower % — weaker match, but the segment still entered the AI context.
Operators should always review the text — the percentage only hints how well the fragment matched the search.
Who can see CITATIONS
The block is visible only to users with the FastLine: View role permission (Operator Panel section in role settings).
Without it, Copilot and agent messages look the same as before, without source lists — even when the AI used the knowledge base.
Administrators enable the permission under Settings → Roles for operators, supervisors, or a dedicated Fast Line monitoring role.
When citations may be missing
- Copilot or the agent has no knowledge base attached, or search returned no segments.
- The user role lacks FastLine: View.
- The message is not from AI (regular operator or customer message).