Knowledge and documents

Without knowledge, an AI agent answers from the language model only. Then it can give wrong answers with confidence. Documents give the AI agent the facts of your business.

The AI agent is off by default. Hams support turns on the Workflows + Agent feature for your account. Only administrators can see AI in the sidebar and add or delete documents. Automatic refresh of documents is also off by default. Hams support can turn it on for your account.

The Documents tab: each source, its status, and how many conversations used it.

How documents become knowledge

Each document belongs to 1 AI agent. After the system reads a document, it writes question and answer pairs from the content. These pairs are the FAQs of the AI agent. The AI agent searches the FAQs, not the full document. See FAQ and responses.

The system keeps a maximum of 200,000 characters from each source. It does not read the text after that point.

Add a source

Open an AI agent. Click the Documents tab. You must save a new AI agent before you can use this tab. A source saves immediately. You do not click Save in the editor.

Open the dialog

Click Add source. The Add source dialog opens.

Select the type

Select URL or PDF.

Give the source

For a URL, enter the address in URL. The address must start with http:// or https://. For a PDF, click Choose a PDF. Then select the file.

Name the source

Enter a name in Name (optional), or leave it empty.

Add the source

Click Add source. The source shows in the list.

The system reads the source in the background. The FAQs come after the system reads the source.

Web pages

When you add a URL, the system adds the page. It also adds the pages that the page links to. Each page becomes a separate source in the list. The title of the page becomes the name of the source, also if you entered a name.

If the URL ends in .xml, the system reads it as a sitemap. It adds the pages that the sitemap lists. Use a sitemap to control which pages the AI agent learns.

Examine the list after the system adds the pages. Delete the sources that the AI agent does not need.

PDF files

A PDF file can be a maximum of 10 MB. The dialog accepts only PDF files. If you leave the name empty, the name of the file becomes the name of the source.

You cannot sync a PDF file again. Its actions menu does not show Sync now. To change the content of a PDF, delete the source. Then add the new file.

Document limit

Your plan sets the maximum number of documents for the account. Each page that the system adds from a site is 1 document. When the account reaches the limit, you cannot add more sources, and the system adds no more pages from a site. The tab can also show Document limit reached. Upgrade to continue using Captain AI.

The list of sources

To find a source, type its name or its URL in Search sources. To show only one status, click Filter. Then select a status. At the bottom of the list, select how many sources show on each page: 10, 25, or 50.

Column	What it shows
Source	The name and the URL of the source. A PDF source shows PDF.
Status	The sync status of the source.
Used in conversations	The number of conversations in which a billed reply of the AI agent used this source. Test messages do not count.
Last synced	When the last sync was successful.
Updated	When the source last changed.

Status	What it means
Synced	The system read the source successfully.
Syncing	The system reads the source now. The list updates when the sync ends.
Failed	The system could not read the page. For example, the page does not exist or it needs a login.
Not synced	The system did not read the source yet.

Keep the content current

A sync reads the page again. If the content changed, the system writes new FAQs from the new content. It keeps the FAQs that you edited. It replaces the other FAQs of the source.

A sync reads only the page of the source. It does not add new pages from your site. To add a new page, add it as a new source.

To sync a source now:

Click the actions menu of the source.
Click Sync now. The status changes to Syncing.

If a sync failed, the menu shows Retry sync.

Automatic refresh

When Hams support turns on automatic refresh, the system syncs each web page source on a schedule. The interval depends on the plan of your account. Then a change on your site gets to the AI agent without a new upload.

View the FAQs of a source

To see the FAQs that the system wrote from a source, click the actions menu of the source. Then click View related FAQs.

Delete a source

Do not delete a source that the AI agent still needs. When you delete a source, the system deletes all the FAQs of that source, also the FAQs that you edited.

Click the actions menu of the source.
Click Delete.
Click Delete again in the dialog.