Concierge Agent: Uploading and Managing Knowledge

Tip: Training isn’t just about uploading all your files — it takes a bit more to build a great agent. Organize your file content by following these guidelines.

Steps to Upload Knowledge

1. Click the Knowledge tab.
2. Click Add Data Source.
     
   

   Note: When uploading multiple knowledge sources, successfully uploaded knowledge might not be trained right away. It might take a few minutes for the agent to train itself as it is processing the knowledge uploaded one by one. During this time, you will not be able to upload or delete any knowledge. You may leave the page by clicking on the back arrow and come back while the agent is still training in the background.

     
   

   Tip: When replacing knowledge, the following steps are recommended:

   • Delete all knowledge and reupload them including the new knowledge (highly suggested if you still have access to your previous knowledge); or
   • Upload the new knowledge first (with a different filename) and delete the old knowledge afterwards. This is to ensure that the agent will still answer even if some knowledge has been removed.

Uploading Files

1. Select File.
2. Upload the files.
3. Click Train.
     
   
   

   File Criteria

   The following requirements must be met when uploading files:

   • Files must be in PDF, DOCX, PPTX, or HTML format.
   • Old DOC or PPT file versions are not supported. Convert them to DOCX or PPTX first.
   • Files must not be password-protected.
   • File content must be typewritten or editable text.
   • Scanned documents are not supported.
   • Text should be copy-pasteable.
   • Images inside files will be disregarded.
   • Maximum file size per batch upload is 50 MB.

Importing from Zendesk

Note: All articles from a given Zendesk website will be retrieved. If you need to import a specific Zendesk article, add knowledge via website URL instead.

Steps to Import from Zendesk

1. Select Zendesk URL.
2. Enter or paste the Zendesk URL you want to import from.
3. Click Add URL. You may remove the articles you want to exclude.
4. Click Train.
     
   
   

   Zendesk URL Criteria

   Make sure to specify the following when entering your Zendesk help center URL:

   • The subdomain name you chose when you set up your account, followed by zendesk.com/hc
   • Example:
   • mycompany.zendesk.com/hc
   • The main language based on the locale code in the URL
   • Example:
   • “.../hc/en-us”
   
   
   

Importing from Websites

Note: The whole website will not be imported. Only individual web pages will be retrieved. Private links are also not supported.

Steps to Import from a Website

1. Click Add Knowledge.
2. Select Website URL.
3. Enter or paste the website URL.
4. Click Add URL. You may remove the web pages you want to exclude.
5. Click Train.

Tip: You may edit and rename web pages to properly label the pages retrieved.

Website Criteria

Note: Images will be disregarded.

Here are the examples of website URLs supported:

Limitations

Here are the examples of website URLs not supported: