Use Eddy AI, the AI built into Document360, to draft articles faster, keep content consistent, answer readers' questions, and find out what your documentation is missing. This article groups every AI feature by what you want to get done, so you can go straight to the one you need. Start by turning on the features your team will use.
Start here - Setup
Turn on Eddy AI
Eddy AI features are grouped into three suites that you turn on independently: the AI writer suite for authors, the AI search suite for your knowledge base site, and the AI premium suite for glossary and duplicate content tools. You need the Admin or Owner role to change these settings.
- In the Knowledge base portal, select Settings in the left navigation bar.
- Go to AI settings > Eddy AI settings.
- Expand the suite you want to configure: AI writer suite, AI search suite, or AI premium suite.
- Turn on the toggle for each feature your team needs.
Create - Writing
Write and refine articles
Open the AI writing agent from the Create dropdown and select Create with Eddy AI, or type / in the editor. To refine text you have already written, select it in the Advanced WYSIWYG editor and choose an Eddy AI action, or press Ctrl + Spacebar.
Get a first draft with the AI writing agent
Polish what you have written with the AI writer
Keep AI-generated content on brand
Help readers and search engines find your articles
Create - Multimedia
Show readers how, with screenshots, videos, and demos
These tools need the Document360 AI Capture extension, which you install once in Google Chrome, Microsoft Edge, or Brave.
Discover - Reader experience
Answer your readers' questions
Your knowledge base site, widget, and chatbot are where Eddy AI answers readers directly, so fewer questions turn into support tickets.
Search and chat
Reader experience
Integrate - Help desk
Help support agents resolve tickets faster
In Zendesk and Freshdesk, your agents get Eddy AI help right inside the ticket, so they answer faster without switching tabs.
For setup in each tool, read Use Document360 in Zendesk and Freshdesk.
Integrate - MCP
Work on your documentation from your AI assistant
Connect Claude, ChatGPT, or another MCP-compatible assistant to your knowledge base. You can then search, read, create, update, and publish articles from the assistant, within the permissions of your Document360 account.
Maintain - Governance & analytics
Find gaps and keep your knowledge base accurate
Documentation drifts with every release. These tools show you where terms are inconsistent, where content overlaps, and which questions your articles do not answer yet.
Governance
Analytics
Quick reference
Find the right feature for your role
Not sure where to begin? Find your entry point based on what you want to accomplish.
| I want to… | Role | Start here |
|---|---|---|
| Turn on Eddy AI features for your project | Admin | AI settings |
| Generate a full article draft from a prompt, video, or file | Writer | AI writing agent |
| Refine tone, length, or clarity of existing content | Writer | AI writer |
| Keep AI-generated content consistent with your standards | Admin | AI style guide |
| Let readers ask questions on the knowledge base site | Admin | AI assistive search |
| Add a chatbot to your knowledge base or website | Admin | Eddy AI chatbot |
| Find duplicate or overlapping content | Writer | Duplicate detection |
| Understand what readers search for and cannot find | Admin | AI search analytics |
| Help support agents draft replies from your knowledge base | Admin | Zendesk, Freshdesk |
| Connect Claude or ChatGPT to your knowledge base | Developer | Document360 MCP |
| Embed AI-powered answers inside your product | Developer | Ask Eddy AI API |
Before you scale
Limits and limitations
Check these limits before you roll Eddy AI out to your team.
| Item | Behavior |
|---|---|
| Editor | The AI writer and AI FAQ generator work only in the Advanced WYSIWYG editor. |
| Languages | The AI writer suite and AI search suite support English and 21 other languages. The AI FAQ generator and AI generation of AI & search descriptions support English only. |
| Indexed content | AI assistive search answers only from published content. Changes appear in answers within about 15 minutes of publishing. |
| Access control | AI assistive search never answers from articles a reader is not allowed to view. |
| AI style guide | The style guide shapes content Eddy AI generates. It does not check or block content written manually. |
| AI chatbot | One chatbot or widget can be active per website domain. Each chatbot holds up to 40 MB of source content by default. |
| Usage | Eddy AI features have monthly usage limits. You can turn on email alerts at 80%, 90%, and 100% usage. |
Best practices
- Turn on only the suites your team uses. Writers get the most from the AI writer suite, and support teams from the AI search suite.
- Set up your AI style guide before you generate content at volume. Every draft then starts in your voice and structure.
- Review every AI-generated draft before you publish. Check product names, UI labels, and version details against the product.
- Write content that AI can retrieve accurately. Run new articles through the Gen AI friendly content checklist, and use the prompt template when you draft with AI.
- Review unanswered queries every week. They show you which articles to write next.
FAQ
Does Eddy AI use my content to train AI models?
No. Eddy AI sends content to OpenAI through its API, and OpenAI does not use API data to train its models. For details on data handling, security policies, and safety testing, read the Eddy AI trust center.
Why can't I see the Eddy AI options in my editor?
The AI writer is turned off by default. Turn it on in Settings > AI settings > Eddy AI settings under the AI writer suite. The AI writer works only in the Advanced WYSIWYG editor. For more help, read AI writer.
Can I give Eddy AI my company's name and voice?
Yes. You can rename the assistant, choose the tone and length of its answers, and replace its icon. Read AI customization.
What is the difference between AI assistive search and the AI chatbot?
AI assistive search answers questions in your knowledge base site search, using your published articles. The AI chatbot is a separate assistant you deploy on any website and train on several sources, including web pages, files, FAQs, and support tickets. It can also hand users off to a support ticket.