BetaManage the customer agent's content sources

Content sources are what the customer agent uses to answer customers questions. When you create the customer agent, you'll be prompted to upload the content sources it will use to generate responses. You can add, edit, or remove its content sources at any time. 

For example, you can train the customer agent using your company's website URL or by uploading a file of relevant information, such as your returns policy. If a customer requests information about your products or services, the agent can consult your knowledge sources to provide relevant details without needing to consult with a rep.

The agent can also perform actions in your account, such as checking an order status or resetting a password. Learn more about setting up actions.

Best practices for setting up content sources

When working with the customer agent, it's recommended that you use content sources that:

• Contain common user queries and comprehensive, up-to-date information. For example, FAQs and knowledge base articles.
• Use clear headers and subheaders to organize content.
• Include bullet points and lists for readability.
• Use simple language and avoid overly complex sentences.
• Incorporate common search phrases that customers are likely to use.
• Include variations of key search phrases to improve response accuracy and cover more user search terms.

Edit content sources

Add, edit, or remove the content sources your customer agent uses to answer questions.

Add content sources

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Train > Knowledge.
3. Click Add content in the top right.
4. To sync HubSpot content, click From HubSpot.
   • Select the checkbox next to the content you want to add. You can sync knowledge base articles, website pages, landing pages, and blogs.
   • Click Save.
5. To use an existing file or upload a file, click Upload a file.
   
   

   Please note: only .docx, .htm, .xhtml, .cfg, .pptx, .mpg, .conf, .mpeg, .csv, .json, .html, .text, .txt, .mp4, .pdf, .rst, .avi, .mov, .md, .webm, .xml, and .xls, files are supported.

   • In the right panel, search for and select an existing file. Then, click Insert files.

6. • To upload a new file, click Upload.
7. To sync external URLs, click Import from public URLs.
   • In the Import public URLs field, enter a public URL. Then, click Add.

• • To sync all associated pages on a domain, select the Import related URLs checkbox. Up to 5,000 URLs within the domain will be automatically crawled and synced.

8. To create a short answer, click Create a short answer.
   • Use the text boxes to enter the question and answer.
   • Click Create.

Please note: the customer agent will be automatically re-synced if any updates are made to synced knowledge base articles. Other content sources are automatically re-synced on a weekly basis.

Edit content sources

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar, click Train > Knowledge.
3. At the top of the table, navigate between the tabs to select source you want to edit.
4. Click the name of the content source you want to edit. 
5. To remove a content source, in the table view, select the checkbox next to the source you want to remove, then click Remove as source.

5. To refresh the content, click Refresh. The content will be re-synced.
6. To prevent the customer agent from citing the content, toggle the citations switch off. If you're using private content, citations will be automatically toggled off.