Connecting Knowledge Bases

To sync your knowledge base articles:

1. Navigate to Settings > Connections from the left sidebar

2. Find your help desk provider (e.g., Notion, Zendesk, Confluence)

3. Click Connect and follow the authentication process

4. Select which knowledge base folders or spaces to sync

5. Click Save to complete the connection

Once connected, articles will automatically sync to Tools > Knowledge Base.

For detailed instructions on how to connect each source, see Knowledge bases.

Linking Articles to Criteria

To reference knowledge base articles in AutoQA evaluations:

1. Navigate to Tools > Criteria

2. Create a new criterion or edit an existing one

3. In the AutoQA (AI-powered) step, scroll to Related knowledge base for AI

4. Click Select related articles

5. Choose the articles relevant to this criterion

6. Click Save

When AutoQA evaluates tickets for this criterion, it will reference the linked articles to ensure agent responses align with your documented policies and procedures.

Best practices:

• Link articles that contain the policies or procedures the criterion is checking

• Don't link too many articles (5-10 maximum per criterion) to keep AutoQA focused

• Update linked articles when you revise policies in your knowledge base

• Use specific articles rather than general overview documents

Knowledge Base Sync Status

What if my articles aren't syncing?

1. Check your connection status at Settings > Connections

2. Verify you've granted the necessary permissions to Intryc

3. Ensure the articles are in folders/spaces you selected during connection setup

4. Contact support if issues persist

How often does syncing occur?

• Articles sync automatically every 4 hours

• Manual syncing is available via the Add new article button

• Updates to existing articles sync on the same schedule