Write the Help Content Your AI Agent Answers From

An AI support agent says whatever your help content lets it say. Where an article is vague, out of date or missing, it guesses, in your name.

Most agents go wrong in the same few places. A policy says "a reasonable time" where the team knows it means 14 days. One FAQ page holds five answers and the agent blends them.

Two articles give different delivery times. Nothing tells the agent that a double charge or an allergy question needs a person. And nobody tests it on what customers actually write before it goes live.

This course is the writing job of whoever owns support, and it works in Fin, Zendesk, Help Scout or any agent that answers from your articles. You rewrite policies so every condition and exception is spelled out, give each question its own article, turn your best past replies into content, write escalation rules the agent can follow, and give every fact one home. Then you build a test set from real past tickets, trace each wrong answer to the article behind it, and keep the content current every week. Every product feature mentioned was checked against the vendors' own help pages in October 2026.

You walk away with your five most-asked answers rewritten, written escalation rules, a list of every fact customers can be quoted and where it lives, and a tested set of real past tickets you rerun after every change.

Who it's for

Owners who answer support themselves: are switching on an AI agent and want it to say what they would say.

Support leads: own the help centre and the agent's results, and need a method for content the agent gets right.

Anyone whose agent has already got something wrong: want to find the article behind the mistake and fix it once.