View knowledge base sources in chat

After a Copilot suggestion or a Fast Line Pro Agent reply in a dialog, you can expand the CITATIONS block to see which knowledge base segments the AI used. This helps verify the text and open the right segment in Fast Line Pro.

When you need this

  • You need to know which document a Copilot suggestion came from.
  • You want to confirm an agent reply matches current policy in the knowledge base.
  • You need to open the full segment in Fast Line Pro for clarification or editing.
  • A supervisor is reviewing AI replies and their sources.

What to know

  • The CITATIONS block is visible only with the FastLine: View permission on your role.
  • Customers do not see citations — only operators in Operator Line.
  • The percentage next to the document name shows segment similarity to the query, not AI answer correctness.
  • Citations appear on Copilot and Fast Line Pro Agent chat messages when the AI retrieved knowledge base segments.

Before you start

  • You are signed in as an operator or supervisor.
  • Your role includes FastLine: View (if the block is missing, contact your administrator).
  • You have a dialog open with a Copilot suggestion or AI agent reply that used the knowledge base.

Step by step

  1. Open the dialog in Operator Line.
  2. Find a Copilot message (AI icon) or a Fast Line Pro Agent message in the thread.
  3. Under the message text, click CITATIONS (book icon).
  4. Expand the row you need — you will see the document name, segment content, and a relevance percentage.
  5. If needed, click Link to Knowledge — the segment opens in Fast Line Pro in a new browser tab.
  6. Review the segment, compare it with the suggestion or AI reply, and decide whether to send, edit, or write your own answer.

What happens next

You see the sources behind the AI reply and can quickly jump to knowledge base editing or explain details to the customer from the original document. The CITATIONS block is never sent to the customer.

How to verify it worked

  • After clicking CITATIONS, a list of documents with text fragments appears.
  • Link to Knowledge opens the matching segment in Fast Line Pro.
  • If CITATIONS is missing — check FastLine: View permission or whether the AI actually used the knowledge base for that message.