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.

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

Note: Use the disable reference icon if you do not want the file to be shown as a citation along with the answer. The AI Agent will continue to learn from these sources but will not be shown as a reference when disabled.

If you do not want the AI Agent to learn from specific files, click the three dots next to the file name and toggle off the Show as references icon to skip the file from learning.

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

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 Agents and Chatbots > 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.

Knowledge Source Writing Tips

Crafting knowledge content for an AI Agent requires a different approach than writing for human readers. The AI relies on structure, clarity, and context to understand and surface accurate responses. Follow these tips to ensure your knowledge base is AI-ready and optimized for high-quality customer interactions:

1. Be Clear, Concise, and Unambiguous

• Use simple, direct language. Avoid filler words, vague phrasing, or lengthy introductions.
• Keep each article focused on one task or topic. Avoid covering multiple features or use cases in a single article.
• Assume the reader is unfamiliar with your product—explain concepts as if to a new user.
• Example:
  Incorrect: "You can do it from the dashboard."
  Correct: "To generate a monthly report, go to the Dashboard tab and click on ‘Reports’."
  
  

2. Structure Content for Easy Parsing

AI performs best with well-formatted content. Use layout to your advantage:

• Use headings (H2, H3) to break down content into sections.

• Use numbered lists for step-by-step instructions and bullet points for related items.

• Always end sentences and bullets with punctuation. This helps the AI determine sentence boundaries.

• Example:
  Steps to update your billing address:
  1. Log in to your account.
  2. Go to Settings > Billing.
  3. Click ‘Edit’ next to your current billing address.

3. Minimize Jargon & Internal Terminology

• The AI (and many customers) may not understand your company’s internal lingo or acronyms.
• If business-specific terms are essential, define them clearly.
• Use plain English first, then include jargon in brackets (if needed).
• Example: "Our delivery agents (called Captains) will reach out once your package is dispatched."
  
  

4. Think in Keywords & Search Behavior

• Anticipate how a user might phrase a question in search.
• Include synonyms or alternative phrasing customers might use.
• Repetition of key terms (in a natural way) improves discoverability.
• Example: A help article titled “Tracking your order” might include terms like “shipment status,” “track my package,” or “delivery update.”
  
  

5. Avoid Conflicting or Outdated Information

• AI has no way of prioritizing newer information unless it's explicitly stated.
• Always remove outdated content, or label it clearly as “legacy” or “for version X only.”
• When maintaining multiple product versions, specify which version each article applies to.
  
  

6. Limit Use of Tables and Images

• AI struggles to interpret tables and images correctly. Use them sparingly.
• If you include a table, keep it small (2–3 rows) and explain its contents in surrounding text.
• For images, include descriptive alt text or captions explaining the visual content.
  
  

7. Avoid Overlap Across Articles

• Each article should focus on one specific topic or flow to help the AI match the right response.
• If related content exists, link to it, but don’t combine multiple workflows into one article.
• This also makes it easier to update and manage knowledge content over time.
  
  

8. Use Full Answers, Not Just Yes/No

• The AI is more effective when responses include contextual information.
• Avoid writing articles with just “Yes” or “No” answers.
• Example:
  Incorrect: “Yes.”
  Correct: “Yes, you can update your shipping address under the ‘My Profile’ section until the order is dispatched.”
  
  

9. Add Context and Background When Needed

• Don’t assume the AI or the reader knows why a question is being asked.
• Include brief context about the use case or scenario where applicable.
• This gives the AI more to work with when formulating a natural, relevant response.
  
  

10. Keep the Tone Neutral and Focus on Clarity

• Unlike marketing content, help content should prioritize clarity over personality.
• Friendly tone is fine, but avoid metaphors, humor, or overly branded language, which can confuse the AI.