How knowledge works

Everything the assistant says comes from a source you connected.

The assistant does not know your business until you show it. Each thing you connect is a source. Sources are read, split into small pieces, and stored so the assistant can search them fast.

What counts as a source

• Your website.
• Files you upload.
• Text you paste in.
• Apps you connect: Google Drive, Dropbox, OneDrive, Box, Notion, Confluence, GitHub, YouTube.
• Help centres from Intercom, Help Scout, and Zendesk.
• Your Shopify store: products, pages, and policies.

How answers are built

When a customer asks a question, the assistant searches your sources for the closest matches. It reads those pieces and answers from them. Each fact it states can be traced to the piece it came from. If two sources disagree, help centre pages win over old support chats, and newer wins over older.

When it finds nothing

It says so. It does not fill the gap with a guess. It offers the nearest thing it can do: ask your team, or check another way.

Keeping it fresh

Press Sync on a source to re-read it. Each source shows when it was last read and any error. Uploaded files and pasted text change only when you change them. Remove a source and its knowledge goes with it.

What learning uses

Learning uses no replies. Your plan comes with a size for what the assistant can know, and reading sources up to that size is free. See Replies and call minutes.