Resources
Resources are your knowledge base - articles, documentation, and business information that the intelligent agent references to handle interactions.
What is a Resource?
Each Resource consists of content - text-based information about your business, products, services, or procedures. Unlike FAQs which are question-answer pairs, Resources are articles or documents.
Resources are scoped to your organization and are used by the intelligent agent to provide detailed, contextual responses to interactions.
How Resources are Used
When an interaction occurs through the Web Interaction Interface, the intelligent agent:
- Searches through your Resources
- Finds relevant content that matches the interaction
- Uses the information to construct a comprehensive response
Resources complement FAQs by providing detailed information for complex interactions that require more context than a simple Q&A.
Managing Resources
Accessing Resources
Navigate to Build > Resources in your dashboard.
Adding a Resource
- Click the Add Resource button
- Enter your content in the Content field
- Click Create Resource
Content can include:
- Product documentation
- Service descriptions
- Business policies
- Process guides
- Technical information
- Any text-based knowledge
Editing a Resource
- Click the edit icon (pencil) on the resource you want to modify
- Update the content in the modal
- Click Update Resource to save, or Cancel to discard
Deleting a Resource
- Click the delete icon (trash) on the resource you want to remove
- Confirm the deletion when prompted
Note: Deleted Resources cannot be recovered.
Resource Display
Resources are displayed in a table with:
- Content preview (first 100 characters)
- Created date
- Updated date
- Edit and delete actions
Resources vs FAQs
| Feature | FAQs | Resources |
|---|---|---|
| Structure | Question + Answer | Content (article/document) |
| Use Case | Direct, specific interactions | Detailed information, context |
| Format | Q&A pairs | Free-form text |
| Best For | Common questions | Documentation, policies, guides |
Use FAQs for straightforward questions and Resources for comprehensive information that may be referenced across multiple interactions.
Best Practices
- Keep content clear and well-organized
- Include relevant details and context
- Update Resources as your information changes
- Use Resources for information that doesn't fit Q&A format
- Organize similar information together in single Resources