2. What it is
Knowledge Sources is the ingestion control layer for website URLs and documents. Every source is tracked with type, status, chunk count, retrieval count, and update timestamps.
Knowledge Sources
Control ingestion quality before answers reach customers
Manage URL and document sources with crawl mode control, source health visibility, and retrieval diagnostics.
Website crawl modes
Choose between indexing a single page or crawling a full documentation section depending on your rollout risk and breadth requirements. Single-page mode gives you precise control over what enters the knowledge base, while deep crawl mode ingests entire doc trees in one operation. Both modes provide real-time status visibility so teams always know where indexing stands.
Single-page mode for controlled ingest
Add one URL at a time to carefully validate content quality before expanding coverage to broader sections.
Deep crawl mode for broad coverage
Crawl entire documentation sections automatically, capturing all linked pages in a single operation for fast initial setup.
Source-level status visibility while indexing
Monitor each source as it moves through pending, fetching, and completed states so you can catch issues immediately.
Document ingestion
Upload documents for parsing, chunking, and embedding so the AI assistant can retrieve knowledge from non-web assets like PDFs and internal guides. The ingestion pipeline automatically splits documents into optimally sized chunks and generates embeddings for semantic search. Each uploaded document is tracked as a document-type source with full lifecycle management.
Document upload endpoint and parser
Upload files through a dedicated interface that extracts text content and prepares it for knowledge base indexing.
Automatic chunking and embedding
Documents are split into retrieval-optimized chunks and embedded automatically, requiring no manual configuration.
Indexed as document-type sources
Uploaded documents are tracked with the same status, metrics, and controls as crawled web sources for unified management.
Operational diagnostics
Inspect source health and retrieval performance with detailed ranking diagnostics to improve answer grounding quality over time. Each source displays its current status, chunk counts, and retrieval metrics so teams can identify underperforming content. Recrawl controls with cooldown protection let you refresh stale sources without accidentally overwhelming the ingestion pipeline.
Status states: pending, fetched, failed
Every source shows its current lifecycle state so teams can quickly identify and resolve ingestion failures.
Recrawl with cooldown protection
Refresh outdated sources on demand while built-in cooldown timers prevent accidental rapid repeated crawls.
Retrieval diagnostics: total matches, best rank, average rank
See how often each source is retrieved and how well it ranks, so you can improve or replace low-performing content.
3. When to use it
- Launching initial documentation coverage.
- Adding non-web docs that support teams rely on.
- Investigating weak retrieval performance by source.
4. When not to use it
- For exact policy wording where deterministic output is required.
- For tiny single facts that are easier to maintain as snippets.
- For assistant tone/personality controls (use Assistant settings instead).
5. Setup steps in app
- Open Knowledge Sources.
- Choose crawl mode: single for one URL or deep for full sections.
- Add URL or upload document.
- Monitor status transitions: pending, fetched, failed.
- Use recrawl for changed sources; respect cooldown messages when rate-limited.
6. Best use cases
- Deep crawling product docs after each release.
- Uploading process documents used by support teams.
- Using diagnostics to identify low-performing sources for edits.
7. Common pitfalls and how to avoid them
- Pitfall: crawling too broad too early. Avoid by piloting with single-page mode first.
- Pitfall: stale content after doc changes. Avoid with recrawl routines tied to release cadence.
- Pitfall: ignoring failed statuses. Avoid by reviewing error messages and source health weekly.
8. Success metrics to track
- Share of sources in fetched state.
- Retrieval match volume by source.
- Average and best match rank trends in diagnostics.
9. Related capabilities
- Knowledge Pages for authored long-form content.
- Snippets for short, fast-updated knowledge.
- Custom Answers for deterministic policy responses.
- Knowledge Gaps for prioritizing missing content.
Which option should you use?
Use this matrix to choose the right knowledge option for each support intent.
| Intent | Best option | Why | Link |
|---|---|---|---|
| Exact policy wording | Custom Answers | Deterministic response for high-risk phrasing. | /custom-answers |
| Short operational facts | Snippets | Fast to publish and update. | /snippets |
| Multi-step guides | Knowledge Pages | Better for long-form structure and context. | /knowledge-pages |
| Synced external docs | Knowledge Sources | Best for URL crawl and document ingestion workflows. | /knowledge-sources |
| Operational constraints and fallback rules | Assistant Contexts | Adds scoped behavioral context without rewriting docs. | /assistant-contexts |
Pricing
Free live chat for your whole team.
Unlimited conversations. 10 seats. No credit card needed. Upgrade when you're ready — paid plans from $49/mo. Learn more about the free plan →
Free
For teams who want live chat on their site. Your first shared inbox.
$0
Key features included:
Unlimited live chat
Answer your customers directly, no conversation limits.
- 10 seats included
- 10 AI monthly active contacts
- Web chat and WhatsApp channels
- Shared team inbox
- Smart escalation
- Contacts, companies, notes, tags, and identities
Starter
For small teams launching AI support across web chat and WhatsApp with a shared inbox and grounded answers.
$49 per month
All the Free features, plus:
AI-Assisted support
AI answers from your knowledge base, grounded in your docs.
- 200 active contacts / month
- Unlimited AI conversations
- 250 pages and documents
- Website crawl and knowledge sync
- Basic live dashboard
Growth
Most popularFor teams running support across web chat and WhatsApp with analytics, AI insight, and knowledge operations.
$149 per month
All the Starter features, plus:
Advanced analytics
Sentiment, resolution tracking, and knowledge gap insights.
- 750 active contacts / month
- 10 seats, 3 workspaces
- 1,000 pages and documents
- Sentiment, resolution, and CSAT reporting
- Knowledge gaps and custom answers
- Confluence integration
Business
For larger teams that need higher volume, broader workspace coverage, and deeper support operations tooling.
$349 per month
All the Growth features, plus:
Priority operations
High-volume support with dedicated onboarding and priority support.
- 2,000 active contacts / month
- 25 seats, 10 workspaces
- Unlimited pages and documents
- Priority support
- Volume pricing
FAQ
10. Knowledge source FAQs
When should I use single-page versus deep crawl?
Use single-page for controlled experiments or sensitive pages. Use deep crawl for broad docs ingestion when structure is stable. Learn more
Can I refresh a source after docs change?
Yes. Recrawl is available per source, with cooldown controls to prevent rapid repeated runs. Learn more
How can I verify whether a source is actually being retrieved?
Source detail views include retrieval diagnostics such as match counts, rank quality, and recent retrieval events. Learn more
Your customers are waiting. Start for free.
Unlimited conversations. 10 seats. Live chat, shared inbox, contacts, knowledge base, and AI — all included. Free forever, no credit card.