Knowledge

Knowledge is everything your agent knows about your business. When someone asks a question, the agent looks up the most relevant parts of its knowledge and answers from them. The better and more current this content is, the better the answers.

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Add a source

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Sync files from Google Drive and OneDrive

Add documents straight from Google Drive or OneDrive and your agent keeps them up to date: when someone edits a file, the agent learns the new version.

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How syncing works

• On paid plans, every synced file is checked every 6 hours. A file that hasn’t changed isn’t read again. A changed file is learned again, and the agent keeps answering from the previous version until the new one is ready.
• A synced folder also adds files that appear in it and removes files that were deleted from it. A file you delete from the folder’s list here isn’t added back.
• When a file is deleted, moved to the trash, or no longer shared with you, the agent stops using it and the row says why.
• Sync now in a row’s ⋯ menu checks it right away. On the Free plan, files update only when you use Sync now; a large folder still finishes adding its files on its own.
• Synced files count toward the agent’s characters and, on the Free plan, toward its 250 sources.

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If the connection stops working

Files sync through the account of the person who added them. If that account is disconnected, or connected to a different Google or Microsoft account, the agent keeps answering from the last version it learned, and a banner above the list asks to reconnect. Click Reconnect and sign in with the same account: the files that were waiting sync right away. A teammate sees a note asking the person who added the files to reconnect.

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Sources and their status

The summary above the list shows how many sources the agent has and how many are trained, failed, or still training. Click one of those counts to list just those sources. Each row shows the source’s name (for a website page, its path and page title), how many characters it adds, and its status. Filter by type with the chips above the list, by status with All statuses, or search.

• The ⋯ menu on each row opens the page, file, or video, shows the text of a Text or Q&A source, reads the source again (Read again, or Try again after a failure), and deletes it.
• Select several rows with their checkboxes to delete them together. Shift-click selects a range.
• When sources wait in the queue for a while, Training in progress offers Retry them.

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Training report

After a website is read, a report appears above the list when something needs your attention:

• Pages that couldn’t be read, grouped by reason. Show lists them, and Retry failed pages reads them again, one at a time, when a later read can help. Pages that no longer exist can simply be deleted.
• Pages with almost no text, such as forms and galleries.
• Starter questions the agent can’t answer from what it learned. Add answer opens a new Q&A with the question filled in.

When nothing needs attention, the report shrinks to a short Training finished line for a few hours.

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Keep your knowledge current

Your agent doesn’t notice when your website changes. To update it:

• Retrain reads all your website pages again and re-learns the ones whose text changed. The agent keeps answering while it runs. Uploaded files, text, Q&A, and videos stay as they are; to replace an uploaded document, delete it and upload the new version, or add it from Google Drive or OneDrive so it updates on its own.
• Auto-retrain, the switch in the summary, does the same every week. It’s available on Unlimited 500 and higher plans. Google Drive and OneDrive files don’t need it: they’re checked every 6 hours on every paid plan.

Last trained in the summary shows when the agent last learned something new.

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Fix a wrong answer

When the agent gets something wrong in a real conversation, open it in Conversations and click Revise answer. Your corrected answer is added to Knowledge as a Q&A, so the agent gives it next time. You can also add a Q&A here directly.

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Limits

Characters in the summary shows how much of your plan’s knowledge allowance this agent uses. Each agent has its own allowance, from 1 million characters on the Free plan up to 250 million. On the Free plan, an agent can also have up to 250 sources. See Limits and usage.

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How the agent uses its knowledge

Your content is split into short passages. For each message, the agent searches for the passages closest to the question and the conversation so far, and answers from them. That means:

• Clear, specific pages work best. A page that answers “How much is a class pass?” in one sentence beats a long page that mentions prices in passing.
• Q&A pairs give exact answers. Use them for the questions you get most, and for anything the agent keeps getting wrong.
• Conflicting content causes conflicting answers. Remove outdated pages and documents.

By default, the agent answers only from its knowledge and says when it doesn’t know. You can change this in Settings.