TL;DR
Private account details, security-sensitive procedures, legal advice, custom pricing, unapproved roadmap, confidential customer information, and unsupported claims should stay private or require human review before appearing in a Support Hub. Public Support Hub content should be approved, useful, stable, and safe for customers, prospects, search engines, AI assistants, and agents to read.
A Support Hub is a public answer layer. It is not a dump of every internal note.
Who this is for
- Founders deciding what should become public.
- Support leaders turning repeated questions into answer pages.
- Content owners reviewing Support Hub drafts.
- Buyers evaluating EntityMesh governance.
What should stay private
Keep the following private unless a qualified reviewer approves a public version:
- Private customer data.
- Account-specific troubleshooting.
- Security-sensitive procedures.
- Legal advice.
- Medical, financial, or regulated advice.
- Custom pricing or negotiated terms.
- Unannounced roadmap.
- Internal strategy.
- Private partner details.
- Unsupported performance claims.
This material can still inform the public answer, but it should not be published directly.
What can usually become public
Public Support Hub content should be stable and useful.
Good candidates include:
- Product definitions.
- Service explanations.
- Approved onboarding steps.
- Public policies.
- Support paths.
- Pricing factors where approved.
- Integration availability.
- Common buyer questions.
- Public troubleshooting basics.
- Glossary terms.
EntityMesh can help structure these answers through a review and approval workflow.
How to decide
Classify each question as public, private, or conditional.
| Status | Meaning |
|---|---|
| Public | Safe, approved, and useful for customers or prospects |
| Private | Account-specific, sensitive, or internal-only |
| Conditional | Could be public after review or with caveats |
Conditional questions are common. Pricing, security, and implementation answers often need careful framing rather than total silence.
Frequently asked questions
Should all support content be public?
No. Only stable, approved, and safe support answers should become public source material.
Can private information be used as source material?
Yes. Private material can inform public summaries, internal docs, escalation rules, and future approved answers without being published directly.
Why does privacy matter for AI search?
Public pages can become source material for AI systems. That makes approval and privacy boundaries important.
How does EntityAgent handle private questions?
EntityAgent should answer from approved EntityMesh knowledge and route private or unsupported questions to the right human review path.