How BoldDesk AI Handles URLs in Knowledge Base Articles
This article explains how BoldDesk AI handles URLs (links) included in Knowledge Base (KB) article content.
If the AI returns:
- Broken links
- Outdated URLs
- Links to pages that no longer exist
The reason is typically that those URLs already exist in the KB article content used by the AI.
Prerequisites
To update URLs used by the AI, you must:
- Have permission to edit and publish Knowledge Base articles. Typically, Admins or agents with Manage Knowledge Base access.
- Know which KB article contains the incorrect URL
How BoldDesk AI Uses URLs from KB Articles
When BoldDesk AI generates responses based on Knowledge Base content, it may reuse URLs exactly as they appear in the article text.
Key Behavior
- BoldDesk AI does not validate URLs
It does not check if a link is active, reachable, or correct - AI reproduces URLs found in KB content
If a URL exists in the article body, the AI may include it in responses - Outdated or broken links can be repeated
If a KB article contains an obsolete or invalid link, the AI may return the same link
How to Correct URLs Returned by the AI
Follow these steps to ensure the AI uses correct and up‑to‑date URLs.
1. Identify the URL Used by the AI
- Copy the exact URL from the AI response
- Outcome: You know which link needs correction
2. Locate the KB Article Containing the URL
- Go to Knowledge Base
- Search for the article containing the URL
- Outcome: You find the exact location of the URL in the article
3. Edit the KB Article
- Open the article and click Edit
- Replace the outdated or incorrect URL with the correct one
- If linked text is used, ensure the underlying URL is updated
- Outcome: The article contains the correct URL
4. Publish the Updated Article
- Save and Publish the article
- Follow your approval or versioning workflow if applicable
- Outcome: The corrected content is live
5. Verify AI Responses
- Ask the same question again
- Recreate the original scenario
- Outcome: The AI now returns the updated URL automatically
Rules and System Behavior
- No URL validation
The AI does not check whether a URL works - Content‑driven output
AI responses depend entirely on KB article content - Broken link propagation
Invalid URLs in articles can reappear in AI answers - Manual correction required
AI‑returned URLs can only be fixed by updating KB content - Automatic adoption
Once published, the AI will always use the updated links
Examples
1. Broken Internal Link
- KB article contains:
https://old-domain.example.com/help/setup - The page no longer exists
- The AI repeats the same broken URL
- Fix: Update the KB article with
https://new-domain.example.com/help/setup
2. Outdated External Vendor Link
- Vendor documentation link has changed
- The KB article still points to the old URL
- The AI returns the obsolete link
- Fix: Replace the URL in the KB article and publish
Limitations
- The AI cannot:
- Detect broken links
- Correct URLs automatically
- If the same URL appears in multiple articles: Each article must be updated individually.
Troubleshooting
AI Still Shows the Old URL
- Confirm the article was published, not saved as a draft
- Check for other articles containing the same URL
- Verify the new URL is correct and reachable
Unable to Edit the Article
Confirm your role includes Manage Knowledge Base access
Frequently Asked Questions
-
Does BoldDesk AI validate URLs?
No. The AI does not check whether a URL is valid or working. -
Why does the AI return broken links?
Because the broken link exists in the KB article content used by the AI. -
How do I stop the AI from returning an outdated URL?
Update and publish the KB article with the correct URL. -
Do I need to reconfigure the AI after fixing links?
No. The AI automatically uses updated KB content. -
What if multiple articles contain the same outdated URL?
Each article must be updated to prevent the AI from returning the old link.
