Manage your knowledge content

After you've imported your articles, they appear in the Knowledge page, sorted so the articles that were most recently updated in your knowledge base appear first. From there, you control whether your AI Agent can use individual articles when it's creating responses to send to your customers.

Control whether your AI Agent can create content from individual articles

By default, when you connect your knowledge base to Ada, all of the articles in your knowledge base are active, which means your AI Agent can create responses from them. If necessary, you can exclude articles from appearing in your AI Agent's responses.

1. On the Ada dashboard, go to Training > Knowledge.

2. Change settings for articles one by one, or select the articles you want to include or exclude all at once. If you want to see any of your articles in more detail, you can click an article's name to open it in a new tab.

   • To include or exclude an individual article from your AI Agent's response content, toggle the Active setting beside it.

   • To change article status in bulk, select the relevant check boxes to the left of the article name.

     To find articles, you can enter search terms in the Search by article name field, or click the Filter list to filter articles by:

     • Whether the articles are currently active
     • The source they came from
     • The language they're in
     • Any custom article tags you associated with them using the Knowledge API

     Then, you can select articles from your results.

     At the bottom of the list of articles, you can also change how many articles to display at a time, or move between pages. Even if you scroll through different pages onscreen, the dashboard remembers the articles you've already selected.

3. At the bottom of the page, click either Set as inactive or Set as active. Your AI Agent immediately adds or removes your selected articles from the content it can use to generate responses.

Restrict articles to certain groups of users

If required, you can restrict articles to certain users, based on information your AI Agent collects about your users and saves in variables.

note

You can only use variables your AI Agent can collect through your browser, or that you collect in a block and allow to be available outside of the structured content the block is in. You can't use variables your AI Agent collects using Actions.

1. On the Ada dashboard, go to Training > Knowledge.

2. Select the articles you want to change the availability for.

   To find articles, you can enter search terms in the Search by article name field, or click the Filter list to filter articles by:

   • Whether the articles are currently active
   • The source they came from
   • The language they're in
   • Any custom article tags you associated with them using the Knowledge API

   Then, you can select articles from your results.

   At the bottom of the list of articles, you can also change how many articles to display at a time, or move between pages. Even if you scroll through different pages onscreen, the dashboard remembers the articles you've already selected.

3. Click Set availability. The Set availability window opens.

   • To make the article available to all users, select Everyone.

   • To restrict the article to certain users, select Based on the following rules. A section expands where you can enter the logic your AI Agent will use to decide whether to serve the selected articles.

     1. Beside Where, in the Choose a variable list, select a variable.

     2. In the next dropdown, select an operator so you can define a relationship between the variable and the value you want to target.

        Understand comparison operators

        Comparison operators are logic statements that tell your AI Agent to match customer information that’s captured in the variable you’re using. The available operators vary based on the variable type you’re using:

        Operator	Variable types	Description
        Begins With	All text variables (including phone and email)	Match information in the variable that begins with certain text (partial match).
        Ends With	All text variables (including phone and email)	Match information in the variable that ends with certain text (partial match).
        Contains	All text variables (including phone and email) List variables	Match information in the variable that contains certain text in any position (partial match).
        Is	All text variables (including phone and email) Number variables	Match information in the variable that equals specific text exactly (exact match).
        Is Not	All text variables (including phone and email) Number variables	Match information in the variable that does not equal specific text exactly (exact match).
        Is Not Set	All text variables (including phone and email) Number variables List variables	Match if there is no information contained in the variable.
        Is Set	All text variables (including phone and email) Number variables List variables	Match if there is any information contained in the variable.
        Greater Than	Number variables	Match if the information in the variable is greater than a specific value.
        Less Than	Number variables List variables	Match if the information in the variable is less than a specific value.
        Is True	Yes/No variables	Match if the information in a variable is Yes (or True).
        Is False	Yes/No variables	Match if the information in a variable is No (or False).
        Does Not Contain	List variables	Match if none of the selected items contains this value.
        Is Equal To	List variables	Match if the customer selected a particular number of options in a List Option block.
        Is Greater Than	List variables	Match if the customer selected more than a particular number of options in a List Option block.
        Is Less Than	List variables	Match if the customer selected fewer than a particular number of options in a List Option block.

     3. In the Value field, enter or select a value for the variable that you want to use to target users.

     4. If required, add additional conditions.

        • By default, if you click the Add icon , new conditions will be added with "or" statements, meaning customers will see the selected articles if they fulfil any of your criteria.
        • You can click And to add additional conditions that must all be satisfied for your AI Agent to serve the selected articles.

4. Click Save. Your AI Agent updates the availability for the selected articles, and lists the rules you set in the Availability column.