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Smart Reply Knowledge Base

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You can give Smart Replies access to your own knowledge so that suggested answers are based on your information. This can include your product pages, helpdesk articles, FAQs and more.

 

What you can add

You can add two types of sources:

  • Publicly accessible URLs: the web page has to be accessible without a login (for example your website, FAQ, or a Zendesk help article). The link must start with `https://`.
  • Uploaded files: currently only PDF (.pdf), Word (.docx), and Markdown (.md) files are supported. 

Tip: Each source should contain information that helps answer the kinds of questions your audience asks. The more relevant your sources, the better your Smart Replies.

 

What about internal documents?

If your information lives in a tool that isn't publicly reachable, for example Notion or Google Drive, simply export the documents as a PDF, DOCX, or MD file and upload them.

 

Getting the right language version of a web page

If your website is available in several languages and you want a specific language version to be used, make sure the language is part of the URL you add. Smart Replies reads the language directly from the link in one of these ways:

  • the language is listed in the URL itself: `https://example.com/de/help` or `https://example.com/en-US/help`
  • the language is included at the start of the web address: `https://**de**.example.com/help`
  • the language is mentioned within the setting at the end of the link: `https://example.com/help?**lang=de**`

To be safe, just copy the link while viewing the page in the language you want, as that link usually already includes the correct language.

Note: Each URL adds the single page at that link, not the whole website. Add a separate URL for each page you want to include.

 

Keeping your sources up to date

Content changes over time. Here's how to refresh a source:

  • For a URL: Simply click “Refresh”. The page is read again and the old version is automatically replaced. It’s as easy as that.
  • For a file: Upload the new version of the file and delete the old one. This avoids keeping outdated, duplicate content, which leads to better-quality results.

 

Removing sources

You can delete any single source at any time.

Important: If you turn off the Smart Reply feature, all of your sources are deleted automatically and will have to be re-added once the feature is activated again.

 

How your sources are used

Once you have added your sources, whenever you generate Smart Replies, they are automatically searched for relevant context, and the most useful information is used to craft the suggested answers.

If nothing relevant is found for a particular comment, Smart Replies still works as usual.

 

Most important facts at a glance

  • URLs must be publicly accessible (no login or password) and use `https://`.
  • Supported upload formats are PDF, DOCX, and MD only.
  • Adding a URL captures one page at a time, not the whole website. Therefore, each relevant URL must be added separately.

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