Canonical answers
Approved, scoped answers stay the source of truth before fallback or generated help.
Knowledge Governance
Keep support truth accurate as the product changes.
Canonica treats support knowledge as governed product truth: product ontology, canonical answers, drift, signal mutation, coverage, and trust metrics all point owners toward what to review.
app.canonica.app
Human reviewKnowledge Governance
Governance queue and answer health
Missed questions, stale release context, negative feedback, and repeated tickets become visible review work before they become bad support habits.
Drift review
Release, scope, deprecated entity, and signal anomaly drift become visible instead of silently misleading users.
Signal mutation
Recurring misses become reviewable proposals or draft answer changes for human approval.
Readiness view
Coverage KPI
Improving
Drift pressure
Visible
Authority
Approved
What this gives the owner
Governance keeps AI support from improvising.
The point is not to let AI answer everything. The point is to make known support truth stable, stale truth visible, and missing truth reviewable.
Product ontology
Features, plans, roles, workflows, states, integrations, and errors can be treated as first-class support concepts.
Approved before authority
Drafts and proposals do not become official support truth until a human approves them.
Drift detection
Canonica makes stale answers visible after releases, scope conflicts, or deprecated product behavior.
Coverage metrics
Owners can see whether important surfaces have enough approved support truth.
Trust readiness
Summary-backed metrics help the owner understand readiness without scanning raw logs.
Workflow
Turn support misses into governed product knowledge.
Governance is the loop: canonical answer first, fallback when needed, signal when weak, owner review, then improved truth for the next user.
Serve canonical answer first
If approved knowledge matches the page and scope, Canonica uses it before fallback.
Mark fallback clearly
Fallback is useful, but it is not treated as authoritative support truth.
Cluster repeated signals
Tickets, low-confidence answers, and negative feedback expose recurring support gaps.
Review the proposal
Owners approve, refine, or reject draft improvements before publishing.
Improve future answers
Approved changes increase coverage and reduce repeated support load.