Adding knowledge to your AI Agent
Your agent answers questions based on the knowledge you add. That knowledge comes from two sources: your website and documents you upload. You manage everything under Agent, in the Knowledge tab.
You no longer need to maintain a separate list of questions and answers. The agent pulls answers straight from your website and your documents.
Where to find Knowledge
In the left menu, go to Agent and open the Knowledge tab. You see three sections: Website, Documents and Availability per channel.
Source: your website
Heyloha crawls your website automatically and keeps the answers current. Under Website you see the status (up to date, not yet scanned or crawl needed), when it was last scanned and how many pages are indexed. Click Re-crawl to refresh the knowledge, for example after you have changed your site.
Uploading documents
Besides your website you can upload documents, for example a PDF, Word document or spreadsheet. Under Documents, click Upload files. Uploaded documents apply to every channel of this brand. For each file you see whether it is indexed or still being processed.
Upload documents that answer questions not on your website, for example a price list, product specifications or a list of frequently asked questions.
Availability per channel
Under Availability you switch knowledge on or off per channel. This lets you use certain knowledge on the web chat but not on, for example, WhatsApp.
Changes to your website are only used after you have re-crawled. After a big update, click Re-crawl so the agent works with the latest information.