What makes a good source
A good source is current, specific, public, and relevant to a customer question. The best sources explain policies, products, services, contact options, and limitations clearly.
- Current policy pages
- Detailed product or service pages
- Clear FAQ answers
- Contact and handoff information
- Pricing or plan pages when publicly available
What to remove or rewrite
Weak sources create weak answers. Remove pages that are outdated, duplicate, thin, contradictory, or not meant for customer-facing answers.
- Old campaign pages
- Search result pages
- Cart and checkout action URLs
- Duplicate category pages
- Pages with conflicting policy text
Source-backed is not a guarantee
Source-backed answers mean the agent uses approved context and can show supporting source metadata. It does not guarantee every answer will be perfect.
Important caveat: Keep human handoff available for low-confidence, sensitive, or unsupported questions.