Knowledge Overview

The Training section is your central hub for managing everything your AI knows. All content types - documents, websites, and FAQs - are organized in a single unified page with tabbed navigation, folder organization, and powerful search.

How Knowledge Works

Goldilocks uses Retrieval-Augmented Generation (RAG) to answer questions:

1. When a contact asks a question, we search your knowledge base
2. The most relevant content is retrieved
3. The AI generates a response based on that content

This ensures your AI only provides information from your approved content - no hallucinations.

The Training Page

Navigate to Training in the sidebar to access your knowledge. The page is organized into several key areas:

Stats Header

At the top, you'll see key metrics:

• Total Items - Count of all documents, websites, and FAQs
• Total Retrievals - How often your content is used in responses
• Issues - Content needing attention (from Quality Center)
• Unused - Content that hasn't been retrieved recently

Toggle "Show unused only" to focus on content that may need updating or removal.

Folder Filter

Organize content into folders (collections) for easier management:

• Click a folder to filter the view
• Click "All" to see everything
• Folders can have visibility rules to limit which personas see their content

Learn more about folders →

Content Tabs

Switch between content types using the tab bar:

Each tab shows a count badge with the number of items.

Inline Search

Search your knowledge base to test retrievability:

• Hybrid (default) - Combines semantic and keyword search
• Semantic - Find content by meaning, not exact words
• Keyword - Traditional text matching

This is the same search your AI uses, so you can verify content will be found.

Adding Content

Click the + Add Content button to open the Add Content dialog. From here you can:

• Add Document - Enter text content directly
• Upload File - Upload PDF, DOCX, TXT, or CSV files
• Crawl Website - Import pages from your help center
• Add FAQ - Create a question-answer pair

Learn more about adding documents →

Content Types

Documents

Documents are the primary source of knowledge. They contain free-form text that the AI learns from.

Best for:

• Detailed explanations
• Policies and procedures
• Product documentation
• General information

Learn more about documents →

Websites

Import content from your existing help center or support site. The crawler discovers pages and lets you select which to import.

Best for:

• Importing existing documentation
• Keeping content in sync with your site
• Quick knowledge base population

Learn more about website crawling →

FAQs

FAQs are curated question-answer pairs. They take priority over documents during retrieval and provide precise, consistent responses.

Best for:

• Common questions needing exact answers
• Consistent responses across conversations
• Quick, direct answers

Learn more about FAQs →

Managing Content

Edit Content

1. Click on any item in the table
2. Make changes in the edit dialog
3. Click Save Changes

Bulk Actions

Select multiple items using checkboxes, then use the actions dropdown to:

• Restrict visibility to specific personas - Multi-select which persona(s) can access
• Make visible to all personas - Remove visibility restrictions
• Move to a folder
• Remove from all folders
• Delete selected items

Content with limited visibility shows a Restricted badge. Visibility rules guide →

Content Status

Quality Center

Access additional quality tools at Training > Quality:

• Content Health - Issues and recommendations
• Approvals - Pending content review (admin only)
• Contradictions - Conflicting information detection

Learn more about Quality Center →

Signals

Track specific topics in contact conversations at Insights > Contact Signals:

• Define signals to monitor (e.g., "Feature Request", "Pricing Question")
• AI automatically applies signals to conversations
• View analytics in the Insights dashboard

Learn more about Signals →

For a public-facing help site, see Help Center (add-on).

Best Practices

Quality Over Quantity

A smaller knowledge base with accurate, well-written content performs better than a large collection of outdated or irrelevant information.

Keep Content Focused

Each document should cover a single topic. This improves retrieval accuracy and makes content easier to maintain.

Update Regularly

Review and update your content when:

• Policies or procedures change
• Products are updated
• You notice incorrect AI responses
• Content shows low retrieval counts

Use FAQs Strategically

Create FAQs for questions where you want consistent, word-for-word responses. Use documents for general information.

Organize with Folders

Group related content into folders:

• Makes management easier
• Enables visibility rules per folder
• Helps identify content gaps

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