Free site search and paid web search
Free site search and paid web search
How TR-AI finds answers outside the knowledge base — and how paid search is kept as a last resort.
If your knowledge base and past resolutions cannot reach the send threshold, TR-AI searches your own website live, for free. Only if that still is not enough does it use paid web search, restricted to the domains you allow.
- Allowed web domains: one per line (subdomains included). Replies may only link to these domains and your knowledge base.
- Paid web search cut-off: paid search runs only when everything else scores below your auto-send threshold, or below this value if you set it higher.
- Web answers that cite only your own sites can be sent automatically at or above the threshold; other web answers go to review unless you enable web auto-send.
- Phone calls never use paid web search, so answers stay fast.
Tips & tricks
- Add your docs, status page and community forum domains to the allowed list; leave out general sites.
- Paid search on many tickets means knowledge-base gaps — Topic insights shows which topics trigger it most.