Keep knowledge up to date

Your agent does not look at your website or your files in every conversation: it answers with the text that was read the last time each source was indexed. When a price, your opening hours or a condition changes, change the source too: edit it if you wrote it yourself, re-index it if it is a web page, and upload the new version if it is a document.

Before you start

• Role. You need to be a Member, an Admin or the Owner.
• Where. Go to Knowledge. If you have several agents you will see Status by agent, with the state of each one (“Everything is indexed”, “1 source with errors”): choose the agent. It is the same screen as the agent’s Knowledge tab.
• The actions of a source. Press the source’s name to open its details: Edit or Rename, Re-index and Delete are there. The same actions are in the actions menu of its row.
• When it was read. The Indexed column of the list and the Last indexed figure in the details say when each source was last read.

What to do for each kind of source

Edit a text, your business info or your FAQs

1. Press the source’s name and, in its details, Edit.

2. Change the Content. In an FAQ source, correct the questions and answers, add more with Add question or remove the ones you no longer need.

3. Press Save changes. “Source saved” appears and, below it, “We are re-indexing it with the new content”.

Until the source is Ready again, the agent answers with the previous version. It usually takes a few seconds.

Rename a source

Only you see the name, and changing it does not touch the content.

1. Press the source’s name and, in its details, Rename. Sources you wrote yourself do not have that button: change the name from Edit.

2. Enter the new name, up to 200 characters.

3. Press Save changes. “Name saved” appears or, if you changed it from Edit, “Source saved”.

Re-index a website that has changed

A Website source keeps the text the page had on the day it was read. Publishing a change on your website does not update the source at that moment: re-index it yourself.

1. Publish the change on your website.

2. In the app, press the source’s name and, in its details, Re-index. “Re-indexing” appears with the source’s name.

3. Wait for the status to return to Ready. Meanwhile, the details say “We are re-indexing it. Meanwhile, the agent answers with the previous version”.

4. Look at Content read and check that the new fact is there.

If the source was added with Crawl the site, the site is crawled again from the same address and with the same maximum number of pages.

To read all the agent’s sources again in one go, press Re-index all and confirm. The websites and documents are read again, and a message says how many sources were queued.

Replace a document with its new version

1. Press Add source, choose Documents and upload the new file.

2. Wait until the new source is Ready.

3. Open the old source and delete it, as the next section explains.

The steps for uploading a file are in add documents. Do not keep both versions side by side longer than necessary: if they say different things, the agent may answer with either. If you have reached your plan’s source limit, delete the old one first.

Delete a source

1. Press the source’s name and, in its details, Delete.

2. In the confirmation, press Delete source. A message confirms that the source has been deleted.

Deleting a source frees its place in your plan’s source limit. What else can be deleted from the account is in deleting data.

Fix the sources with errors

When a source fails, the screen sums it up (“2 sources with errors”) and shows a notice with the button Show the sources with errors.

1. Press Show the sources with errors. The list keeps only those sources.

2. Read the reason, which appears under each one’s name. What each message means is in messages on a failed source.

3. Fix the cause: the page address, your website or the file.

4. Open the source and press Re-index. If the problem is in the file (a scanned or password-protected PDF), re-indexing does not fix it: upload a corrected file and delete the source that failed.

To see all the sources again, choose All statuses in the status filter.

A failed source does not affect the others: “The other sources keep answering as usual”. And if what failed was a re-index, the agent keeps the last version that was read correctly.

Check the change with “Test a question”

1. Under Test a question, type a question about what you changed, the way a customer would ask it.

2. Press Search.

3. Look at the passages that appear: the first one should contain the new fact. If one appears with the old fact, press the name of its source to open it, and correct or delete it.

This test uses no credits. How to read the relevance of each passage is in see what it finds for that question.

A simple routine

• The same day a price, your opening hours or a condition changes, update the source that holds it and check it with a test question.
• Every time you change your website, re-index its source.
• When something expires (a promotion, summer opening hours), edit or delete the source: as long as it is there, the agent will treat it as valid.
• Now and then, go through Questions your agent could not answer under Analytics and add what is missing.
• If you go a long time without touching anything, the screen itself reminds you with the notice “The knowledge has not been updated for more than 90 days. Index it again to keep it current” and the button Re-index all.