We would like to request the ability to configure role-based knowledge visibility within Intercom Copilot, allowing administrators to control which knowledge articles and guidance are accessible to agents based on their support tier, team, or role.
Business Context
Our support organization operates within a tiered escalation workflow. Tier 1 agents handle initial troubleshooting and workflow steps before escalating to Tier 2 agents, who continue the process and follow additional guidance.
As we scale our knowledge base and AI-assisted support workflows, we need to ensure that Copilot surfaces the appropriate guidance based on the agent’s role and responsibilities.
We would like to understand whether Copilot can distinguish between agent tiers and restrict the retrieval or display of content accordingly.
Requested Functionality
We would like the ability to:
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Configure knowledge articles or content sources to be accessible only to designated agent roles, teams, or support tiers.
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Restrict Copilot from surfacing Tier 2-specific guidance to Tier 1 agents.
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Dynamically tailor Copilot responses based on the agent’s role and escalation stage.
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Maintain a centralized knowledge base while supporting different levels of guidance and access.
Expected Benefits
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Ensure agents receive guidance appropriate to their responsibilities and workflow stage.
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Reduce the risk of agents receiving instructions intended for higher-tier specialists.
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Improve the accuracy and relevance of Copilot responses.
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Support scalable knowledge management and AI adoption without duplicating content across multiple knowledge bases.
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Strengthen governance and control over AI-generated guidance.
Example Use Case
A Tier 1 agent is working through an escalation workflow and asks Copilot for the next step.
Copilot should surface only the guidance relevant to Tier 1 responsibilities and the initial troubleshooting process.
Once the conversation is escalated to a Tier 2 agent, Copilot should be able to surface the additional guidance required to continue the workflow.