Prepare
01Collect sources
Gather docs, PDFs, URLs, policies, process docs, and internal instructions.
Docs
Configure approved sources for Aura and operators.
Use the knowledge-base docs to upload sources, approve collections, understand retrieval behavior, and maintain policy accuracy.
Collect sourcesUpload or connectApprove collectionsTest retrieval
Knowledge guide
add approved answers
knowledge ingestion
Approved source library
retrieval trace visible
Source collections
PDF
Returns policy v2.4.pdf
indexed, 42 chunks
Docs
Help center / shipping
synced 6 minutes ago
URL
status.acme.example/incidents
restricted collection
Tickets
Historical resolved cases
8,420 threads, PII filtered
Retrieval trace
Query
damaged item return window
semantic + keyword
Top source
Returns policy v2.4 / section 3.2
score 0.91
Rejected
Outdated policy v1.9
not approved
Docs overview
Knowledge Base
Use the knowledge-base docs to upload sources, approve collections, understand retrieval behavior, and maintain policy accuracy.
How it works
add approved answers
01
Collect sources
Gather docs, PDFs, URLs, policies, process docs, and internal instructions.
02
Upload or connect
Add source material to the knowledge base.
03
Approve collections
Decide which source sets Aura can cite by workflow or channel.
04
Test retrieval
Preview answers and confirm cited passages are useful.
Configuration flow
Source setup and maintenance.
Ingest
02Upload or connect
Add source material to the knowledge base.
Govern
03Approve collections
Decide which source sets Aura can cite by workflow or channel.
Test
04Test retrieval
Preview answers and confirm cited passages are useful.
Maintain
05Review gaps
Use escalations and low-confidence cases to update content.
Common mistakes
Knowledge guardrails.
01
Do not upload outdated policies
02
Avoid duplicate docs with conflicting answers
03
Keep sensitive process docs scoped to the right workflows
04
Review citations before launch
05
Set a maintenance owner
Source behavior
How sources affect support.
Source type
Best for
Review note
Source type
PDFs
Best for
Policies, manuals, terms
Review note
Check version dates
Source type
Websites
Best for
Help center articles
Review note
Review crawl scope
Source type
process docs
Best for
Internal handling rules
Review note
Restrict by role
Source type
Historical tickets
Best for
Patterns and examples
Review note
Avoid sensitive leakage
Related pages
See what to read next.
Docs
Get Started
Set up organization, knowledge, channels, workflows, preview answers, and a low-risk pilot before expanding automation.
Docs
Workflows
Workflows decide how tickets are tagged, assigned, escalated, approved, and audited across channels and teams.
Docs
Settings
Settings define the operating boundaries: who can access data, approve actions, edit workflows, manage sources, and connect systems.
Review source setup
Maintain sources like production infrastructure.
Support answers are only as good as the approved source library your team approves.