The Topic Tree is the central hub for organizing, managing, and controlling how Fullview AI responds to questions based on your support knowledge base. It’s designed to give you a clear, structured view of all the topics your AI knows about — and the power to shape how it answers them.
Get an Overview of Your Knowledge Base
When you import your help center articles into Fullview AI, the Topic Tree is built automatically. If you’re using one of our supported data source connectors — like Zendesk or Salesforce — the Topic Tree will mirror your existing folder structure and hierarchy. This makes it easy to navigate and manage topics exactly as they appear in your original help center.
If you’re importing content via web scraper or file upload, the folder structure might not match your original hierarchy perfectly. Don’t worry — this won’t affect how well Fullview AI performs. You may just need to use the search bar in the Topic Tree a bit more often to find and manage the topics you care about.
Organize and Control Topics
The Topic Tree is also where you control how Fullview AI behaves for each topic. From here, you can:
1. Choose the Answer Mode
Each topic can be set to one of two answer modes, depending on how you want the AI to respond:
Text-Only: Ideal for chat or email support. Fullview AI will reply with written explanations only. Or just for more simple questions. All topics are by default set to text-only.
Text & Visual: Combines text with in-app visual guidance — perfect for walkthroughs or step-by-step instructions inside your product.
2. Enable or Disable Topics
You can toggle topics on or off at any time. Disabling a topic prevents Fullview AI from answering questions related to that specific area. This is useful if certain topics are outdated, irrelevant, or require a human agent’s attention instead.
Discover Knowledge Gaps
In the top-right corner of the Topic Tree, you’ll find a feature called Knowledge Gap. This feature highlights topics users are asking about that don’t currently match any support articles in your knowledge base. It’s a powerful way to identify missing content and prioritize where to create or improve documentation.
Why the Topic Tree Matters
The Topic Tree is more than an organizational feature — it’s your control panel for how Fullview AI behaves. With it, you can:
Quickly understand the scope and structure of your knowledge base
Fine-tune how answers are delivered for different topics
Disable irrelevant areas to keep responses accurate and useful
Identify opportunities to improve your help content with Knowledge Gap insights