Knowledge

Knowledge, its own item in the sidebar, holds your business's website and the documents your business has already written, such as brochures, fee guides and policies, and the facts they state, like "The application fee is $395". Uncog AI reads them in Australia and finds the facts for you to review. Your smart agent answers website visitors from your knowledge once it's connected to it. When two of your sources disagree, nothing is answered until someone on your team decides which is right. A number next to Knowledge in the sidebar shows how many disagreements are waiting for review; when the sidebar is narrow it is a dot on the icon.

Your knowledge belongs to your account, not to the smart agent. Deleting the smart agent keeps it.

Only Owners, Admins and the Uncog AI onboarding team can open Knowledge.

The page has two tabs: Documents and Facts.

Get started

When you have no knowledge yet, the page says No Knowledge Yet.

Go to Knowledge in the sidebar.
Choose Add Documents and pick one or more files, or drag the files onto the page. Or choose Add Website to start from your website (see Add your website below).
Choose who can see each file, then choose Add (see Upload documents below).

Your first upload or website sets up your knowledge. The Add your business knowledge card on Home does the same: choose Add Documents, then who can see each file (see Your Home Page). If your smart agent was created before you had any knowledge, connect it: choose Connect on the notice at the top of the page (below), or open Settings → Smart Agent → Website Chat, go to the Assistant tab and choose your knowledge in the Knowledge field. See Smart Agent Knowledge.

When your smart agent isn't using your knowledge

If your smart agent isn't connected to any knowledge, a notice at the top of the page reads Your Smart Agent Isn't Using This Knowledge. Until you connect it, website visitors get answers from your business details and instructions only. Choose Connect: it takes effect straight away, for new conversations, and the notice goes away. This is the same as choosing the knowledge in the Knowledge field under Settings → Smart Agent → Website Chat, on the Assistant tab.

When your smart agent is connected, or you haven't set one up, the page shows no notice. Only Owners, Admins and the Uncog AI onboarding team see it.

Every workflow reads your knowledge automatically for your team's drafts, which read all of it; nothing from it is shown to customers. If your account has more than one knowledge base, each workflow chooses one in the workflow designer, under Parties & Roles → Uncog AI's knowledge. See Designing a Workflow.

A document chosen as the Document to Read on a workflow step is copied into that workflow and isn't a use of your knowledge: the copy stays with the workflow even if you remove the document here. See Designing a Workflow.

Who can see your knowledge

Every document has two settings, and you choose them for each file when you upload it. Both start on.

Visible to website visitors: your smart agent may answer visitors on your website from it and quote it.
Visible to customers in workflows: sets a document aside for the customers in your workflows. Nothing shows it to them today; the preview's As a customer in a workflow reads it.

Your team can always see everything, so there is no setting for them. A document with both settings off is for your team only: use that for things like staff rates or internal procedures. Your team's own drafts in workflows can use it.

Every document still counts when Uncog AI checks your facts for disagreements, so a team-only fee sheet that disagrees with a brochure your visitors can see is still flagged for you to settle. Your team sees everything in Try a Question, at the top of the page.

A document's facts are always visible to the same people as the document. Your own facts have their own settings.

Upload documents

Choose Add Documents at the top of the page and pick one or more files, or drag them from your computer onto the documents table. While you drag, the table shows how many files you're adding.
A window lists the files, asking Who Can See Each One? Your team can always see every file. Website visitors and Customers in workflows start ticked for every file: untick a box to hide that file from them, or use the box at the top of a column to change every file at once. Choose Remove (the cross) to leave a file out, or Add More Files to add another.
Choose Add 1 Document (or Add 2 Documents, and so on). Nothing is uploaded until you do, and Cancel leaves everything as it was.

Upload PDF or Word documents, up to 25 MB each. A scanned PDF with no text in it is read as a scan, up to 100 pages.
Your knowledge holds up to 20 documents.
Don't upload anything that holds a customer's personal details. A document visible to website visitors may be quoted to any visitor.

Each document shows where it is up to:

Checking: the security check every uploaded file goes through, then a short wait.
Reading or Reading (OCR): its text is being read; OCR means it's being read as a scan.
Indexing: it's being prepared for searching.
Ready: the assistant answers from it now. Its facts follow: Finding facts…, then a count, such as 12 facts, that opens them on the Facts tab.
Failed: the reason is shown under it, with what to do.

Above the table, a line shows how many of your 20 documents you've used, how many facts were found, and a link to any disagreements waiting for you to review.

The Visible To column shows Team for every document, then Website, Workflows or both when others may see it. A document showing only Team is for your team only.

Text inside a document is only ever read as information. A document that tells the assistant what to do, such as "ignore your rules", is not followed.

Add your website

Uncog AI can read your website and find the facts it states, just as it does for a document.

Choose Add Website at the top of the page.
Website starts with the website in your Business Details. You can change it to another address, such as a page of a supplier's or regulator's site. A whole site (acme.com.au) is read from its home page; an address with a path (acme.com.au/services/) is read only under that path.
Name is optional. Left empty, the website is named by its address.
Choose who can see it. Your own website starts visible to website visitors and customers in workflows. Any other website starts with your team only, because someone else writes it and it can change.
Choose Add Website.

On Home, the Add your business knowledge and Describe your ideal customer setup cards offer Read My Website while the website in your Business Details isn't read yet. One tap adds it the same way, visible to website visitors and customers in workflows as well as your team. Change who can see it here afterwards if you want.

Uncog AI reads up to 50 pages of the website, starting from the address you gave and following its links and its sitemap. It stays on that website.
It skips any page the website's robots.txt asks robots not to read. It reads as UncogBot.
It reads the words on each page, not menus, headers, footers, forms or pictures. A website that only shows its words once JavaScript runs in a browser can't be read.
Uncog AI reads the website again every week. When nothing has changed, nothing else happens. When something has, its facts are found again and your reviews of facts that are still there are kept.
A fact that appears on your website after the first read isn't used in any answer until you confirm it, because nobody at your business checked the change. On the Facts tab it shows Not Reviewed with New on your website — not used in answers until you confirm it under it. Choose Confirm in its menu to start using it.
A website counts as one of your 20 documents.

A website shows Waiting, then Reading Website, Indexing and Ready, like a document. Under its name you see its address and when it was last read. Choose Pages read to see which pages were read.

To read it again straight away, for example after you change your website, use the menu at the end of its row and choose Re-read Website. You can do this once an hour.

Change who can see a document

Use the menu at the end of a document's row and choose Change Visibility….
Tick or untick Visible to website visitors and Visible to customers in workflows. If you untick one, you're told who will stop getting answers from the document.
Choose Save Changes.

Its facts change with it, from the next question. Nothing is read again, and your reviews of its facts are kept. A document no one else can see still counts when your facts are checked for disagreements.

Re-index or remove a document

Use the menu at the end of a document's row:

Re-index reads the document again, for example after it failed. Your reviews of its facts are kept. For a website it is Re-read Website.
Remove deletes the document, its facts and the file, including facts you confirmed. The assistant stops using it straight away. A disagreement left with only one side is closed.

You can't edit a document's text in Uncog AI. To replace a document with a new version, remove the old one and upload the new one. Its facts are found again, and need reviewing again.

Try a question

Try a Question shows what the assistant would be given for a question: the facts, the topics it won't answer until you settle them (Waiting for You), and the passages from your documents. Only you see it, and no reply is written.

Choose Try a Question at the top of the page, next to Add Documents. It opens in a panel in the bottom-right corner of the window.
In Ask as, choose As a website visitor (the default), As a customer in a workflow or As your team.
Type a Question and choose Try It.

The panel stays open while you work on the Documents and Facts tabs, so you can settle a disagreement and ask again. Minimise it to its header bar to keep your question and its answer, or close it to start fresh.

As a website visitor shows exactly what the smart agent's visitors get: only knowledge visible to website visitors. As a customer in a workflow shows only knowledge visible to customers in workflows. As your team shows everything. Switching asks your last question again.

If nothing matches, Try a Question says so for the view you asked in. As a website visitor, the smart agent would answer from your business details and instructions only. As a customer in a workflow, the answer would come from the step's instructions only. As your team, nothing in your knowledge matches.

To see the whole conversation as a visitor would, with your instructions, use the smart agent's live preview. See Smart Agent.

Review facts

The Facts tab lists All Facts. When two of your sources disagree, a highlighted Needs Review card sits above it, and the tab's count shows how many disagreements are waiting. When nothing disagrees, there is no Needs Review card. A fact has a subject, such as "Application fee", and one short statement, such as "The application fee is $395." Its Source column shows which document it came from, or who added it.

Each fact is Not Reviewed, Confirmed or Rejected, with who reviewed it underneath, such as "by Sam Lee". Use the menu at the end of a fact's row to Confirm or Reject it, or to Restore a rejected fact. Search All Facts, and filter it by Status, Source (From a document or Added by your team), Visible To and Document.

The Visible To column shows Team, then who else may be told the fact. A fact from a document is always visible to the same people as its document, so change it on the Documents tab.

A fact from a document can't be removed, only rejected. A rejected fact stays rejected when the document is read again, so it never comes back.

Add your own facts

On the Facts tab, choose Add Fact.
Enter a Subject and the Fact.
Under Who can see this?, tick who else may be told it. A new fact starts visible to your team only.
Choose Add Fact.

Your own facts are confirmed straight away, and the assistant answers with them at once (for visitors, only the ones visible to website visitors). Use Edit Fact or Remove in the fact's menu to change them later, including who can see them.

Your own facts are checked against your documents. If a document disagrees, you're told Conflict Found, and your fact keeps answering until you settle it.

Your knowledge holds up to 2,000 facts, up to 500 of them your own.

Settle a disagreement

When two sources say different things about the same subject (for example, your fee guide says the application fee is $395 and an older brochure says $450), the disagreement appears under Needs Review. Until it's settled, the assistant doesn't give either answer: it tells the visitor that someone will confirm, and offers to have a person follow up. While any disagreement is waiting, a Knowledge to review card on your Home page says so (see Your Home Page).

Each card shows the subject, why the sources disagree, and each side with who can see it and where it came from: the document and the words the fact was taken from, or who added it. Settle it in one of three ways:

Use This on the side that's right. That fact is confirmed and the others are rejected. If the side you use can't be seen by people who could see another side, you're warned first that they won't get an answer on this subject: the side they could see is rejected, and the answer you chose isn't visible to them.
Write the Correct Answer when neither is right. Type the Correct Answer, choose who can see it (it starts visible to everyone who could see a side), and choose Save Answer. It becomes your own confirmed fact, and every side is rejected.
Not a Conflict when both can be true, for example fees for two different loans. Both stay as they are, and they won't be flagged against each other again.

If one side is a fact you already confirmed, or added yourself, it keeps answering while the disagreement is open. A newly uploaded document never overrides your team.

A disagreement between a team-only fact and one your visitors can see is still shown to you. Visitors are never told the side they can't see, or its subject. The same goes for customers in workflows.

Which answer the assistant uses

Facts you confirmed or added.
Facts not reviewed yet that no other source disagrees with.
Passages from your documents.

The smart agent only ever uses knowledge visible to website visitors for visitors. Rejected facts are never used. If a passage still contains a rejected statement, the assistant is told not to repeat it, and given the correct answer when you chose one and visitors may see it. When nothing you've written covers a question, the assistant says it doesn't have that information and offers to have someone follow up.

Good to know

Each account has one set of knowledge. If you need another, contact Uncog AI support.
Your knowledge can't be renamed or deleted as a whole. To remove it, remove each document: its facts and file go with it.
Knowledge can't be shared with another Uncog AI account, and a document can't be moved from one set of knowledge to another.
Deleting the smart agent never deletes your knowledge. See Smart Agent Knowledge.