Knowledge is where you connect the sources Gladly AI and Team Assist reference when responding to customers: Gladly Answers, websites, and more. Instead of managing each source separately, Knowledge gives you a single, centralized hub: add or remove a source once, and it's available everywhere Gladly draws on it.
Use Knowledge when you want visibility into everything Gladly AI can reference, or when you need to add, update, or remove a source without hunting through individual Guides.
How Knowledge fits with Guides
Knowledge and Guides do different jobs. Knowledge is where sources are added and managed at the org level. It controls what Gladly AI and Team Assist can reference. Guides control what a given Guide does reference: within Guide builder, the Knowledge Sources action lets you select which of your org's Knowledge sources apply to that specific Guide.
Add a source once on the Knowledge Sources page, then use it in as many Guides as you need. See Add Knowledge Sources to a Guide for how to configure that action within a Guide.
What you can connect
Knowledge sources fall into a few types:
Gladly Answers: Your published Answers content. Gladly AI references live Answers automatically; there's nothing to configure beyond managing your Answers as you do today.
Websites: Public domains and subdomains you add. Gladly AI reads every page and subdirectory on each site you connect.
See Manage Knowledge Sources for setup steps.
How Knowledge is organized
Knowledge sources are managed centrally from the Knowledge page in the Gladly AI admin nav. Adding, updating, or removing a source there applies everywhere that source is used. You don't need to update each Guide individually.