Knowledge sources

A Hadir AI assistant answers only from the knowledge you give it. In the sidebar, under Hadir AI, open Knowledge sources: it has two pages, Documents and links and FAQs. Knowledge belongs to one assistant, so check that the right assistant is selected at the top of the page.

Administrators add, edit and delete knowledge; agents can view it.

Write an FAQ yourself

The quickest way to teach the assistant an exact answer, such as delivery times or your returns policy.

1. Open FAQs and select Create new FAQ (1).
2. In Add an FAQ, write the Question (2) and the Answer (3) the way you want the customer to read it.
3. Select Create.

Add a link or a file

1. Open Documents and links and select Create a new document.
2. In Add a document, pick the Document Type (1):
   • URL: paste the page's address into URL, such as your shipping or FAQ page. Only that page is read, so add each important page by its own link.
   • File (PDF, Excel or CSV): select Choose a PDF, Excel or CSV file (2). Up to 10MB.
3. Give it a name in Document Name (Optional) if you like, then select Create (3).

Hadir AI reads the content and writes FAQs from it. They appear on the FAQs page, and the assistant starts using them straight away.

A ready question-and-answer sheet

If your questions are already in a spreadsheet, give it a question column and an answer column. It is imported as FAQs exactly as written, with no rewording. To start from a ready layout, select Download the FAQ spreadsheet template in the same dialog.

Check and refresh a document

• From a document's menu, choose View details to see the Crawled content and the Generated FAQs.
• If the page on your site changes, choose Refresh now. The FAQs generated earlier are replaced; FAQs you edited yourself are kept as they are.
• If you see "Failed to sync", make sure the link opens without signing in, then choose Retry refresh.
• To narrow the list, filter by source (Web pages or PDFs) and by status, such as Needs update.

Approve what it learns from your team

When your team resolves a conversation in an inbox the assistant works in, and an agent replied in it, Hadir AI picks out questions likely to come up again and groups similar ones into suggestions. Nothing is added to the knowledge until you approve it:

1. On the FAQs page, select Review suggestions in the bar above the list.
2. In FAQ suggestions, ranked by customer demand, choose Review sources to see the conversations behind a suggestion, and edit the question or answer if needed.
3. Select Approve to add it to the knowledge, or Dismiss.

Note: knowledge can be in any language, and the assistant replies in the customer's language. If your customers write in both Arabic and English, adding the same question in both gives the best matches. Writing FAQs from links and files counts towards your Hadir AI replies; a question-and-answer spreadsheet does not.