Knowledge base

See Train the AI for source types and response modes.

How retrieval works

Each source is split into chunks and indexed. For every reply, the customer's latest message (or, for a short message like "ok" or an emoji, the recent conversation) is used to find the most relevant chunks. Only those chunks reach the AI, plus any static sources that are small enough to always include.

Services

Sources can be scoped to a service (a product line or a department). The AI uses the service's sources once the conversation is routed to it.

Keeping sources fresh

Website sources are re-crawled on a schedule. Upload a new version of a document to replace the old one. Deleting a source removes its chunks immediately.

Checking what the AI used

Open any AI reply in the Inbox and expand Sources. If the wrong source shows up, tighten its content or move the fact into a Q&A in strict mode.