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How it works

Pointer processes user questions through a sophisticated workflow designed to maximize accuracy and transparency:

1

Question analysis

Parses the question to understand what information is needed and what level of detail to provide in the response.

2

Knowledge retrieval

Uses graph-based connections to search through the knowledge base and find the most relevant documentation and content.

3

Response generation

Creates an answer that matches the question’s complexity — brief for simple questions, detailed for complex ones. Includes proper formatting and code samples where needed.

4

Citations

Adds numbered citations throughout the response that link directly to source documents. Citations include preview text on hover.

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Key features

Graph-based retrieval

Uses relationships between knowledge sources to find relevant information and reduce incorrect responses.

Formatting

Formats responses with appropriate code blocks, lists, and structure based on the content.

Citations

Includes numbered citations that link to sources, with preview text on hover.

Adaptive responses

Adjusts response length and detail based on the complexity of the question.

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User experience

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Asking questions

Pointer handles a wide range of query types:

  • Product feature explanations
  • Technical implementation guidance
  • Troubleshooting and support questions
  • Company policies and procedures
  • Integration and setup instructions

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Citation system

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Inline citation markers

Answers include numbered citation markers (e.g., [1], [2], [3]) that link directly to the sources used to generate the answer. These markers appear throughout the response text wherever specific information is referenced.

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Hover details

When users hover over citation markers, they see detailed information about the source, including the source title and direct quote from the section that was used to generate the answer.

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Source listings

At the bottom of every answer, users can view:

  • Complete source list with clickable links
  • Public knowledge base sources only (internal sources remain private)
  • Direct access to referenced documentation

Only public sources from your knowledge base are cited and linked in responses. Internal or private sources contribute to answer accuracy but maintain their privacy settings.

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Knowledge base integration

The effectiveness of Pointer’s answer engine depends heavily on your knowledge base configuration:

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Source optimization

  • Comprehensive coverage: Include detailed product documentation, FAQs, and support materials
  • Regular updates: Keep sources current to ensure accurate responses
  • Clear structure: Well-organized information improves retrieval accuracy
  • Public accessibility: Mark appropriate sources as public for citation linking

The more comprehensive and well-structured your knowledge base, the more accurate and helpful your Answer Engine responses will be. Consider adding multiple perspectives on the same topics to improve coverage.

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Analytics and insights

Pointer provides detailed analytics to help you understand user needs and improve your knowledge base. For more information, see the Analytics section.

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Best practices

Answer quality depends on the comprehensiveness and accuracy of your knowledge base. Regularly review and update your sources to maintain optimal performance.

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Technical implementation

Pointer is easy to set up and requires minimal maintenance. For more information on getting started, view our quickstart guide.

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Pricing

The answer engine feature is available on all plans. To learn more about pricing, see the Pricing page.