Train your knowledge

Connecting your first sources to Living Knowledge

In short: Living Knowledge brings connected business content into one current knowledge base for the Customer Agent, Team Assistant, and Help Center.

The material available to the Customer Agent shapes the answers it can give, so connecting useful sources is an important first step. Living Knowledge does more than collect documents: it continuously restructures and rewrites connected content to keep it clear and current.

What counts as a source

A Source is content ingested into Living Knowledge. It can include website pages, FAQs, files, or content retrieved through an integration. Examples of connected business sources include internal documents, support content, and websites.

The quality and structure of these sources affect the quality of the Customer Agent’s answers. Living Knowledge creates a knowledge base from the ingested content, while the Content library holds the structured knowledge that emerges from ingestion.

Connect a source

The exact setup depends on the source or integration. For Help Scout Docs, use these steps:

  1. Open the Integrations tab in your Unless dashboard.
  2. Select Configure for the Help Scout Docs integration.
  3. In the popup, connect your Help Scout Docs account and set up the integration.

Help Scout Docs is a premium connector. Once connected, published help articles feed into Living Knowledge and the public Help Center embedded in the agent. When an article is updated in Help Scout Docs, Living Knowledge updates with it.

What happens after connection

Connected content becomes part of the knowledge base used by the Customer Agent, Team Assistant, and Help Center. Living Knowledge continually restructures and rewrites sources to keep the library clear and current, and content passes through guardrails designed to screen out contradictory, manipulated, or planted material.

Specific connection steps for sources other than Help Scout Docs are not provided here. Follow the setup instructions for the relevant integration, then Living Knowledge can use the connected content to ground answers.

Your first sources give Living Knowledge the material it needs to support useful, current answers. Start with the content the agent should be able to draw on, and use the relevant integration’s setup instructions to connect it.