After adding sources, manage them from the Knowledge page. You’ll see:
  • Source Name — file name, Q&A title, or URL for quick identification
  • Status — Processing (ingesting) or Enabled (active)
  • Source Size — file size
  • Usage Count — how often the AI used this source
  • Updated — last update time
You can click any source to edit, add/modify KB Tags, or preview content.
Pro tip: Keep titles consistent (e.g., “Policy • Returns • v2”) so they’re easy to find and maintain.

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KB Tags

KB Tags are key–value pairs (e.g., department: billing, product: x, audience: internal) that let you route and scope which sources the AI can use. Example:
For billing queries, workflows can be configured to only search documents tagged department: billing.
Use tags to separate internal vs external docs, products/SKUs, regions, or compliance levels. This keeps answers relevant and reduces noise.
  • Standardize keys (e.g., department, product, audience)
  • Keep values short and predictable (e.g., billing, returns, pro)
  • Use 1–3 tags per source for clarity

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Account Usage & Limits

Plans include limits on total sources and storage size.
  • Monitor current usage at the top of the Source page.
  • If you’re close to limits, plan a cleanup or consider an upgrade.
Housekeeping matters: Archive or disable stale sources to keep the index lean and fast.

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Activate with the KB Agent

Open KB Agent from the left menu to connect instructions and sources:
  1. Add Custom Instructions to guide tone, format, and decision-making.
  2. Review the list of active KB Sources and confirm the scope aligns with your tags and workflows.
Instruction hygiene: Be explicit about what to cite, what to avoid, and how to answer (bullet points vs paragraphs, add links, etc.).

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Q&As and KB Gap

  • QnAs: Create canonical Q&A pairs for high-traffic questions.
  • KB Gap: See questions the AI couldn’t answer with current sources—then fill those gaps with new docs or Q&As.
Review KB Gap weekly, add or tag missing sources, and update instructions if needed. This continuous loop boosts accuracy and deflection.
  • One clear question per entry
  • Short, factual answer with links for depth
  • Consistent voice and formatting

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Checklist

  • Sources added and named consistently
  • Tags applied (department/product/audience)
  • Usage & limits reviewed
  • KB Agent instructions set and tested
  • Q&As created for top queries
  • KB Gap reviewed and actioned weekly
Next step: Test with 10–15 real customer questions and iterate tags/instructions based on results.