Manage Knowledge Sources

Knowledge Sources gives you one place to see and manage everything Gladly AI and Team Assist can reference when responding to Customers. Adding a source here doesn't change what Gladly AI has access to today. It brings your existing sources into a single hub that's easier to manage and extend.

Sources you add on the Knowledge Sources page become available to select and configure in the Knowledge Sources action within Guide builder, so agents and Gladly AI pull from the same information you've approved centrally.

Open Knowledge Sources

In the left nav, select Knowledge.

The Knowledge page lists every source type available to your org, along with how many items are currently connected to each.

Use Gladly Answers as a source

Gladly Answers are your published Answers content, and Gladly AI references them automatically. There's nothing to configure on the Knowledge Sources page itself.

1. On the Gladly Answers tile, select Go to Answers.
   

   1. This will take you to the Answers page of Gladly.

2. Manage the Answers you want Gladly AI to reference from the Answers page, as you do today.

Use Websites as a source

1. On the Websites tile, select Manage.
   

2. Select Add website.
   

3. Enter a domain or subdomain, such as yourcompany.com or us.yourcompany.com. Gladly AI reads every page and subdirectory on the site you add.

4. Repeat to add additional websites.

5. Select Save.
   

A confirmation banner lets you know your websites were saved. Gladly AI can answer from a website once it's indexed.

To remove a website, select the X next to its domain and select Save.

Use Documents as a source

Upload your own files, such as policy PDFs, product guides, and FAQs, so Gladly AI can answer Customer questions from them. You don't need to rewrite the content as Answers first.

Upload documents

1. On the Document tile, select Manage.
   

2. Select Upload documents.
   

3. Choose up to 100 files from your computer.

A message confirms the upload, and each document appears in the list with a status:

• Pending: the file is queued.

• Indexing...: Gladly AI is processing the document. This usually takes a few minutes, and the page updates on its own.

• Ready: Gladly AI can reference the document.

• Failed: the document couldn't be indexed. Hover over the badge to see why.

Files uploaded together are grouped under a Bulk upload card. Select Show documents to expand it.

Documents page showing a file uploading with an indexing confirmation

If an upload is in progress, select Cancel upload to stop it.

Supported files and limits

If a filename has characters that can't be used, Gladly tells you to rename the file and try again.

Tips for documents

• A repeated filename creates a copy. Uploading "report.pdf" twice adds "report (2).pdf". The first file isn't overwritten.

• Very long or table-heavy files can fail. Split them into smaller files and upload again.

• Gladly AI doesn't cite the document. It answers from the document's content but doesn't link to the source file.

Update a document

You can't replace a document in place. To update one:

1. Delete the old version.

   1. Select the trash icon next to the document.

   2. Select Delete document to confirm.

      1. Gladly AI stops using the document everywhere it was connected, right away. You can't undo this action.

2. Upload the new version.

3. Select the new version again in every Guide section where you chose specific documents. See Add Knowledge Sources to a Guide.

Connect Sources to a Guide

Once a source is added on the Knowledge Sources page, it's available to select in the Knowledge Sources action within Guide builder. Uploading a document doesn't connect it to anything on its own: you choose which documents each Guide section can search.

See Add Knowledge Sources to a Guide for how to add and configure that action within a Guide.