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 Sources 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.
On the Gladly Answers tile, select Go to Answers.
This will take you to the Answers page of Gladly.
Manage the Answers you want Gladly AI to reference from the Answers page, as you do today.
Add and manage websites
On the Websites tile, select Manage.
Select Add website.
Enter a domain or subdomain, such as
yourcompany.comorus.yourcompany.com. Gladly AI reads every page and subdirectory on the site you add.Repeat to add additional websites.
Select Save.
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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 sources in 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. See Add Knowledge Sources to a Guide for how to add and configure that action within a Guide.