How Onyx answers questions

Every answer follows the same discipline: find the relevant knowledge first, then answer from it. No knowledge, no invention.

The pipeline, in plain terms

Understand the question. A fast pre-check filters out greetings and chatter (you are never charged for those) and rewrites the question for search.
Search your knowledge. Onyx runs a hybrid search across everything you connected: meaning-based matching for paraphrased questions, keyword matching for exact terms like error codes.
Keep only what's relevant. Weak matches are dropped rather than stuffed into the prompt. If nothing survives, the AI says so instead of guessing, and inside a ticket, coming up empty twice in a row triggers escalation to your staff.
Answer and remember. The answer cites which sources it actually used, the conversation context is kept for follow-ups, and the exact cost of the answer is recorded.

What makes answers better

Connect the pages members actually ask about.
Approve learned answers from the flywheel; real resolutions are the highest-signal knowledge there is.
Use custom instructions for tone and boundaries, and knowledge sources for facts.

Honesty over confidence

Onyx is deliberately tuned to prefer "I don't know, let me get you a human" over a fluent wrong answer. In a support product, a confident hallucination is worse than an escalation.