Knowledge Base Setup
Connect your documentation to provide better answers for AI-generated responses or for suggesting responses to your support reps. Let’s walk through how to set it up!
Connecting to Your Existing Documentation
Unthread can sync documentation from any web-based documentation system automatically by crawling pages and adding them to your knowledge base.
To do this, click “Add to knowledge base”, enter the base URL of your documentation (e.g. “docs.mycompany.com”), and the system will automatically detect all pages and subpages.
Adding One-off Articles
If you’d like to add individual articles or Q&As to your knowledge base, click to the “Text” option when adding to your knowledge base. From here, you can write a custom title and content, while optionally also including a relevant link if a customer asks this question.
Keeping Things Up to Date
After uploading, you will see a list of documentation sets and the date that the documentation was last synced. Documentation will be refreshed by our crawler on a weekly basis to keep it up to date. If you make a change and need it to go live immediately, you can also click the “Re-run sync” to immediately refresh the list.
Testing Responses
After you’ve connected your documentation, you can see how the AI will generate responses for you. From the Knowledge Base tab, click the “Test AI-generated response” button. It will present you with a text box to enter a prompt, and hitting submit will generate a response as well as surface the articles used to generate the answer.
