Citations
A useful answer points at the page a customer can open. If retrieval cannot support the claim, usedocs declines. That is the product, not a prompt trick.
Gaps and drafts
Questions the assistant could not answer, "not helpful" votes, and imported tickets (Zendesk, Intercom, Help Scout, Crisp, Plain, HubSpot, or CSV) are grouped into ranked gaps. Each gap gets a drafted article in Drafts. Edit, approve, or dismiss it. Nothing publishes on its own, and a published article is used for answers right away.