--- title: "Concierge Simplified: Best Practices You Need to Know" description: N/A --- [Skip to content](https://guide.sprout.ph/sprout-concierge-serge-simplified-best-practices-you-need-to-know#main-content) [![Sprout Logo-3](https://guide.sprout.ph/hs-fs/hubfs/Sprout%20Logo-3.png?width=200&height=78&name=Sprout%20Logo-3.png)](https://guide.sprout.ph/?hsLang=en) Open main navigation Close main navigation How can we help you? - There are no suggestions because the search field is empty. 1. [Sprout](https://guide.sprout.ph/?hsLang=en) 2. [Sprout Sidekick](https://guide.sprout.ph/sprout-sidekick?hsLang=en) 3. [Concierge Agent](https://guide.sprout.ph/sprout-sidekick?hsLang=en#concierge-agent) # Concierge Simplified: Best Practices You Need to Know Training isn’t just about uploading all your files — it takes a bit more to build a great sidekick. You’ll still need to organize your files, clean up the content, and test things thoroughly to get the best results. Remember: your sidekick learns from what you give it — the better the input, the better the output. This document aims to provide the best practices and criteria for organizing content in a file in order to achieve the best results in responses from the Concierge agent. **Best Practices** - Name your documents properly. - **Example:** - Before: emp\_handbk.pdf - After: Employee Handbook.pdf - Think like you’re crafting a reviewer for a student when creating a document. - Include relevant information only. - **Note:** Any type of text formatting is valid, as long as it’s readable. - Remove redundant and unnecessary labels or statements (e.g. headers, footers, words with no context). - Remove images as these will be disregarded. - If important information is in image format, convert it to text. **Example:** **![](https://guide.sprout.ph/hs-fs/hubfs/Rich%20Text%20Pasting/google-1748938767083.png?width=624&height=351&name=google-1748938767083.png)** - Convert information such as FAQs or textual data with descriptions into tables. - **Note:** For each table, always add headers that are descriptive and well represent the data. - Limit tables to 10 columns max, not exceeding a single page. - No table overlaps (e.g. same table extended to next page) - No merged cells for table headers and rows **Example:** ![](https://guide.sprout.ph/hs-fs/hubfs/Rich%20Text%20Pasting/google-1748938778887.png?width=624&height=351&name=google-1748938778887.png) - Limit each paragraph to 500 characters max (with highlights as bullets). **Example:** **Option 1: 500 characters max per paragraph** **![](https://guide.sprout.ph/hs-fs/hubfs/Rich%20Text%20Pasting/google-1748938787794.png?width=624&height=351&name=google-1748938787794.png)** **Option 2: Bulleted form** **![](https://guide.sprout.ph/hs-fs/hubfs/Rich%20Text%20Pasting/google-1748938797639.png?width=624&height=351&name=google-1748938797639.png)**   - When working with presentation slides, group content with the same topic into a single text box. ![](https://guide.sprout.ph/hs-fs/hubfs/Rich%20Text%20Pasting/google-1748938807370.png?width=624&height=351&name=google-1748938807370.png) ### **Criteria** #### **Zendesk URLs** **Tip:** 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**” **Note:** All articles from a given Zendesk website will be retrieved. If you need to import a specific Zendesk article, add knowledge via the website URL instead. #### **Files** - Files should be in PDF, DOCX, PPTX, or HTML format. - **Note:** Old versions of DOC or PPT will not work. Please convert them to DOCX or PPTX. - Files should not be password-protected. - File content should be typewritten (editable text that can be copied and pasted, not scanned). - **Note:** Images will be disregarded. - Max file size for each batch upload should be 50 MB.   #### **Website URLs** **Tip:** Enter any of the following URL types: - Document URL (PDF, DOCX, PPTX) - **Example:** - https://example.com/file.pdf - Website URL - **Example:** - https://example.com/page - Public Google Drive URL (PDF, Docs, Slides) - **Example:** - https://docs.google.com/document/d/abc123 **Note:** Images will be disregarded. ### **Limitations** **Note:** The whole website will not be imported. Only individual web pages will be retrieved. Here are the website URLs not supported: | **Website URLs not supported** | **Example** | | --- | --- | | Document URL (DOC, PPT) | https://example.com/file.doc | | Media URL (e.g. JPG, GIF, MP4, YouTube) | https://example.com/image.jpg https://youtube.com/watch?v=abc123 | | Google Drive folders | https://drive.google.com/drive/folders/abc123 | | Google Drive formats that are not Docs, Slides, or PDF | https://docs.google.com/spreadsheets/d/abc123 | | Private links that need login | Google Docs file that has restricted access | If a URL is not supported, please let us know by submitting your feedback. *Want real-time responses? 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