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Configure whether the ai may answer beyond its sources

An Admin sets the company's groundedness policy: whether the AI must hand over any reply not supported by the company's own configured sources, or may also answer from its general knowledge.

When this happens: Admin opens Admin — AI Assistant — Groundedness.

Step by step

  1. 1

    Open Admin — AI Assistant — Groundedness.

    EasyCRM shows the toggle Allow the AI to answer beyond its configured sources, off by default, with the explanation: Off (recommended): the AI only answers when its reply is supported by your sources and hands over otherwise. On: the AI may also use its general knowledge, and unsupported answers are not automatically transferred.

  2. 2

    Leaves the toggle off.

    EasyCRM saves .

Other paths

Allow answers beyond sources

Turns the toggle on and confirms the warning: Replies not grounded in your sources will no longer transfer automatically. Handover rules and forbidden topics still apply

Good to know

  • There is no numeric confidence threshold — groundedness is a pass/fail check against the company's own configured, indexed sources (BRD §3.9; ADR-011 risk R-11).
  • In Copilot mode an ungrounded suggestion is still generated and shown, flagged "not grounded in your sources," because an operator always reviews before sending (UC-28.15 – UC-28.20); this setting changes only Auto Reply's automatic handover.