What are knowledge sources?

Knowledge sources let you connect external web pages (e.g. your website's FAQ page, menu, or price list) and have their content automatically extracted and fed into your agent's knowledge base.

Adding a knowledge source

  • Open your desk and go to Knowledge
  • Click Add source
  • Enter the URL of the page to import
  • Click Refresh to fetch and extract the content

Automatic refresh

All active knowledge sources are automatically refreshed daily. You can also manually refresh at any time from the Knowledge page.

How the agent uses it

Extracted content is added to the agent's context as Additional knowledge. The agent can draw on this when answering caller questions about topics covered in the source.

Pausing a source

You can pause a source without deleting it. Paused sources are not included in the agent's context.

Related articles

- Customising your AI agent - Managing your agent's knowledge and FAQs - Seasonal promotions and announcements - Preview mode: testing your agent live - Call recording and consent