Your Freddy AI Agent can access a repository of information to provide accurate and relevant answers to customer queries. By configuring knowledge sources in Freddy AI Agent, you enable the AI Agent to learn from various learning sources such as PDFs, URLs, FAQs, and custom Q&As. 

These sources enrich the AI Agent's understanding, allowing it to respond more effectively to customer inquiries. Properly setting up these sources ensures your AI Agent is well-equipped to handle various questions, enhancing the overall customer experience.

The article contains

Supported Knowledge Sources 

1. Files

  • Formats supported: .pdf, .docx, .txt

  • Size limit: 35 MB per file

  • Security: Password-protected files are not supported

File Upload Limits

Level

Limit

AI Agent

Up to 200 files

Account

Up to 200 files

Note: To prevent a file from being shown as a citation in the answer, click the three dots next to the file name and disable the "Show as references" toggle. This will ensure that the file is not displayed as a reference in the response, although the AI agent will still learn from its contents and use it to give answers.



2. URLs

  • Supported URLs: Only public URLs (e.g., https://www.acme.com/warranty/India)

  • Unsupported URLs: Private URLs or gated content

  • Crawling Scope: AI only learns from static text content (videos, screenshots, or animations are ignored)

URL Limits

Level

Limit

AI Agent

Up to 10 URLs

Account

Up to 25 URLs

Note: Ensure the page doesn't have pop-ups or content blockers—these can interfere with the bot's ability to crawl. Check with your Dev/IT team to confirm permissions.

3. FAQs

  • Integrate existing Knowledge Base (KB) content.

  • Option to show/hide FAQ source in the answer.

Note: Category selection is supported only in old Freshdesk Omnichannel accounts, not in Freshdesk Omni (formerly Customer Service Suite-CSS) or Freshchat standalone accounts.

4. Custom Q&As

Add targeted content that may not be available in existing knowledge sources.

Example:

Q: What is the charging time for the battery of the Z1 Zola electric scooter?

A: The Z1 Zola electric scooter takes 4.5 hours to fully charge with a home charger. The Hypercharger gives up to 60 km range in 10 minutes.

Note: Click Add a new Q&A to include new content. You can edit or delete them anytime.

Add a Knowledge Source

  1. Navigate to AI Agent Studio > click on the required AI Agent > Configure > Knowledge Sources.

  2. Choose the type of source: URL, File, FAQ, or Q&A

  3. Upload, add or link your content.

  4. For URLs, use the Manage URLs option to verify the learned status of the URL after completing the learning process and view the content in Preview.


  5. Additionally, click on the three dots next to the Manage URLs option to:

    • Disable URL as citations

    • Resync content

    • Download learning details

    • Delete the URL

Note: It can take up to 30 minutes for Freddy AI Agent to learn from a URL. You will receive an email once the learning is complete.

Remove Knowledge Sources

To permanently delete or remove a file or URL:

  1. Navigate to Admin Settings > Conversation Resources > Files / URLs.

  2. Locate the specific file or URL you wish to remove.

  3. Click the three-dot menu next to it and select Delete.

Note: Removing a file or URL from this section permanently deletes it from the AI Agent’s learning pool. This means the bot will no longer refer to this source for any responses. Be cautious while deleting, as this action cannot be undone.

Error Handling & Support

  • Issue with file/URL not loading: Ensure there are no blockers or authentication on the page.

  • Pop-ups interfering with learning: Reach out to support@freshdesk.com for resolution.

  • Need to extend file or URL limits: Contact support@freshdesk.com - requests are evaluated based on your business use case.


Tip: For best practices and guidelines on writing knowledge sources, see Write AI-optimized knowledge content.