Knowledge Connectors
Bring in content from your website or your Zendesk Help Center as a source, review it, and go live.
What are Knowledge Connectors?
Knowledge Connectors bring your website or your Zendesk Help Center into your knowledge base as a source, something your AI agent can answer callers from. Instead of copying articles by hand, you add the source: BLEUM imports its pages, you review them, and your agent answers from them once you go live.
Kinds of Source
| Source | Description |
|---|---|
| Website | Your site, or its sitemap. BLEUM reads up to 200 of its pages; you can limit it to some paths or leave some out. |
| Zendesk Help Center | The published articles of your Help Center; you can limit it to some categories, sections or labels. |
| Documents added by hand | Text you write or paste. Best for FAQs and curated content. See Knowledge Base. |
Adding Your Website or Help Center
Connect Zendesk under Integrations → Available CRM Integrations (you will need your Zendesk subdomain and to authorize the connection).
In the Knowledge section, open Sources and press "Add source". For a website, enter its address. For Zendesk, choose the categories, sections or labels to import, or none to import everything.
BLEUM checks the source straight away. Open its page, read the documents, and exclude anything callers shouldn't hear.
Press "Go live", and your agent starts answering callers from it. Nothing from a new source reaches callers before that.
Keeping a Source Up to Date
A source is checked for changes when you press "Sync now" on its page. After you change your website or your Help Center articles, press "Sync now" so your agent answers from the new text.
Some changes wait for your review instead of reaching callers: a page that changed in a suspicious way (it suddenly lost most of its text, say) keeps its previous text until you apply the change, and when a check would change or remove a large share of a source's pages at once, nothing is applied until you have looked.
Testing Your Content
On the Try it page, enter a question a caller might ask and see what your agent would say, which page of which source the answer came from, and whether it says only what the page says. Test questions are never counted.
Common Questions
When you press "Sync now" on its page. Press it after you make changes to your website or your Help Center.
Yes. At the next check, an article that was unpublished or deleted in Zendesk is removed from your source.
The source and every document imported from it. BLEUM tells you how many first, and for a source with more than 10 documents you type its name to confirm.