How pages are seen & shared
Whether a Knowledge page shows up for you — or for the agent in a conversation — comes down to two independent things: whether you're allowed to see it, and whether it's in scope for the room you're in. Here's how that works, and why some pages are visible everywhere while others stay with one team.
Two gates every page passes
A page is shown only when it clears both. Reach is about you; scope is about the conversation.
Reach — are you allowed to see it?
Set by where the page is filed in the org tree and who has access to that Area. Access flows down a branch, never sideways to a sibling team.
Scope — is it in this conversation?
In a room, the agent looks only within the room's Area and its parents, plus the workspace-wide Common Area. Sibling Areas stay out of that room.
Reach follows the org tree
Every Knowledge page lives in an Area — a node in your workspace's org tree (for example Finance, or Finance → Tax). Access is granted on an Area, and it flows down: give a group access to Finance and they can read every page filed under Finance and any Area beneath it. Filing a page decides who reaches it — there is no separate per-page sharing.
Access flows down the tree, never sideways. A grant on Finance does not reach a sibling Area like Commercial — each branch stays private to the people granted on it.
The org-wide read baseline
Every member gets a read baseline across the whole organization. That baseline lets you read the pages you already reach — it is permission to read, not a key to every Area. It deliberately does not open Finance, Payroll or Commercial to everyone; those stay reach-gated, so a team's pages remain the team's until access is granted on their Area.
What the agent sees in a conversation
Each conversation is anchored to one Area. Inside it, the agent's Knowledge searches are confined to that Area and its parents — the broader context the room sits within — but not to sibling Areas. A room anchored at Finance → Tax draws on Tax and Finance and the workspace-wide pages above them, and stays out of Payroll or Commercial. Reach still applies on top: the agent never surfaces a page the room's owner couldn't read themselves.
Common: shared with the whole workspace
Some reference knowledge belongs to everyone — the fiscal calendar, company holidays, the default currency, shared data-source conventions. That lives in the Common Area: every member can read it, and the agent can reach it in any conversation, whatever the room is anchored to. It is the one place whose pages are visible everywhere; everything else stays scoped to its branch of the tree.
A worked example
Take a workspace with Finance (holding Tax and Payroll), Commercial, and Common. Here's who sees a page depending on where it's filed.
| Where the page is filed | Who can read it | Agent in a Tax room | Agent in a Commercial room |
|---|---|---|---|
| Under Finance → Tax | People with access to Tax | Visible | Hidden |
| Under Finance (the parent) | People with access to Finance | Visible | Hidden |
| Under Commercial | People with access to Commercial | Hidden | Visible |
| At the workspace top level | People with workspace-wide access | Visible | Visible |
| In the Common Area | Everyone in the workspace | Visible | Visible |
"Visible" assumes the room's owner can read the page — reach always applies on top of scope.