Set Up Knowledge Sources

The steps below guide you through configuring and managing Knowledge Sources for your Gladly Guides. Knowledge Sources allow Gladly to tap into your organization’s existing Public Answers as well as information available on your website when crafting responses. By integrating these sources, you ensure Gladly has access more content, allowing it to deliver a greater number of more accurate and consistent replies—enabling richer Conversations and reducing hand offs to Agents. Use this setup to make your Guides smarter and your Customer experience more self-serving.

Add and Configure Knowledge Sources

1. Select the Guide within which you’d like to add the Knowledge Sources action.

2. Click the Select Action dropdown.

3. Select Knowledge Sources.

4. Next to the Knowledge Sources action, click Manage.

Configure Public Answers within Knowledge Sources

Once you’ve added the Knowledge Sources action, following the steps in the section above, you can set up the Public Answers you’d like Gladly to have access to. Gladly will look at Public Answers associated with all configured Audiences in order to generate responses to the Customer.

1. Under the Public Answers section, click + Add.

2. The default Language and Audience will appear.

3. To adjust the default Language, click the Language dropdown and selected the desired item.

4. To adjust the default Audience, click the Audience dropdown and select the desired item.

5. You can add additional Languages and Audiences for Gladly to pull from by clicking the + Add button and configuring additional Languages and Audiences.

6. Click Save.

Remove a configured Language or Audience from Knowledge Sources

1. Hover over the Language and/or Audience you would like to remove.

2. Click X.

3. Click Save.

Configure Websites within Knowledge Sources

Along with Public Answers, you can also configure Gladly to pull information from a website(s) in order to provide a response to the Customer.

Gladly will access information across the entire website, unless otherwise specified

Identify particular paths to include or exclude, if you don’t want Gladly to leverage all site content.

1. Under the Websites section, click + Add.

2. Select the desired website from the dropdown.

Website URLs must be set up by Gladly Support

Reach out to Support with a list of the websites you would like Gladly to pull information from. Once configured, they will populate within the Knowledge Sources action and can be selected from the dropdown.

3. Add the URL path(s) you would like to include or exclude, if applicable.

4. Click Save.

Remove a website from Knowledge Sources

1. Hover over the website you would like to remove.

2. Click X.

3. Click Save.

Websites removed from Knowledge Sources will also clear configured URL paths

Any included or excluded URL paths set up for a given website will be removed when a website is deleted from Knowledge Sources.

FAQs