Train your knowledge

Connecting your first sources to Living Knowledge

Connecting your first sources to Living Knowledge is a crucial step in enabling your Unless Customer Agent to provide accurate, up-to-date answers based on your existing business knowledge. Living Knowledge acts as a continuously updated, self-maintaining library that ingests and restructures content from your connected sources, ensuring your AI agent has a reliable foundation to draw from. This article guides you through the process of adding your initial sources and explains how to optimize them for the best agent performance.

understanding sources and their role in Living Knowledge

Sources are the inputs that feed content into Living Knowledge. They can include website pages, FAQs, files, helpdesk articles, and integrations with platforms like Confluence or Google Drive. The quality and structure of these sources directly influence the accuracy and relevance of the Customer Agent’s responses.

Living Knowledge continuously restructures and rewrites content from these sources to maintain a clear, non-ambiguous knowledge base. This means that once a source is connected, updates to the original content automatically flow into Living Knowledge, keeping your AI agent’s knowledge current without manual intervention.

preparing to add your first source

Before adding sources, ensure you have completed the foundational setup steps:

• Installed the Unless snippet on your website to enable the Customer Agent.
• Configured your workspace, including setting the base language, allowed languages, and fallback language.
• Confirmed you have admin access to your Unless account.

With these prerequisites in place, you are ready to add your first source.

adding your first source to Living Knowledge

1. Navigate to Train > Knowledge base > Sources in your Unless dashboard.
2. Click Import sources and select the type of source you want to add. Common first sources include:
   • Website pages: Add your main help center or product documentation URLs or sitemap.xml.
   • FAQs: Import question-and-answer pairs directly or via CSV files.
   • Files: Upload PDFs, DOCX, Markdown, or Google Drive documents.
   • Helpdesk content: Connect integrations like Help Scout Docs to pull published articles.
3. Enter the URL or upload the files as required. Use inclusion or exclusion rules to refine the scope if importing website pages.
4. Confirm and start the crawling and indexing process.

Once added, Unless will scan and process the source, breaking content into manageable chunks, tagging metadata, and preparing it for use by the Customer Agent.

optimizing your sources for better agent performance

The agent’s ability to answer accurately depends heavily on the quality of your sources. To improve this:

• Structure content with clear headings and short paragraphs.
• Avoid dense tables or cluttered layouts that hinder parsing.
• Use topics to group sources by product, audience, or use case to prevent mixing unrelated information.
• Monitor the Quality score of each source in the dashboard. Low scores indicate content that may need restructuring or cleanup.
• Enable the Content optimizer add-on if available, which enhances formatting without altering original content.

Regularly review and update your sources to keep Living Knowledge fresh and relevant.

what happens after connecting sources

After your first source is connected and indexed, Living Knowledge begins building the knowledge library that powers your Customer Agent. You can then:

• Explore the Content library to see how your sources are structured internally.
• Set up Procedures to define actions the agent can take.
• Create Audiences to segment visitors and tailor responses.
• Use the Preview feature to test the agent before going live.

The system continuously retrains and updates as sources change, ensuring your agent always reflects the latest information.

conclusion

Connecting your first sources to Living Knowledge transforms your existing documentation and content into a dynamic, AI-ready knowledge base. By carefully selecting and optimizing these sources, you lay the foundation for a Customer Agent that delivers precise, current answers and enhances customer experience. With Living Knowledge’s continuous updating and restructuring, your AI assistant remains aligned with your business knowledge as it evolves.