Connect knowledge sources

What counts as a knowledge source

A knowledge source is any body of content Fidiora is allowed to answer from. Fidiora supports three kinds:

• Help center and docs. Your public help center, FAQ, product documentation, and policy pages. This is usually the best first source because it was written to answer customer questions. If your docs live in a tool like Notion, Confluence, GitBook, or Document360, see the integration page for how it pairs with Fidiora.
• Your website. Pricing, product, shipping, and policy pages often answer pre-sales and account questions that never made it into the help center.
• Past tickets. Resolved conversations capture how your team actually answers questions, including the ones nobody ever documented.

Connect your first source

1. 01

   Pick your single best source

   Choose the source that is most accurate and most current, usually your help center. A focused, correct source beats a sprawling one full of outdated pages.

2. 02

   Add it in the portal

   In the Fidiora portal, add your help center URL as a knowledge source. Fidiora reads the content so it can answer from it. There is no export or data migration involved.

3. 03

   Test with real questions

   Run a set of real past questions through the test chat. Check each answer for correctness and for citing the right article.

4. 04

   Fix gaps at the source

   Where an answer is wrong, incomplete, or missing, update the article itself. Then re-sync so Fidiora picks up the change.

5. 05

   Add further sources

   Once the first source performs well, add your website and past tickets. Test again after each addition, because a new source can introduce contradictions.

Content that answers well

Retrieval works best on the same content that works best for human readers. The highest-return habits:

• One question per article. An article covering five topics retrieves badly.
• The answer in the first paragraph. Context and detail can follow.
• Procedures kept whole. Steps split across two pages produce confidently incomplete answers.
• Customer words in headings. If customers say "account" and your docs say "workspace", use both.
• Conditions stated explicitly. If something differs by plan or region, say so and list the cases.
• Dates on articles. A visible last-updated date helps readers, search engines, and your own review.

Keep sources in sync

Your product changes, and so do your policies. When you update an article, re-sync the source in the portal so Fidiora answers from the current version. Tie a documentation check to your release process: most content decay happens when the product moves, not when the article was written.

Remove rather than archive. If an article is wrong, delete it or remove it from the connected source. Content that is reachable will be used. Two articles that disagree about a refund window are worse than none, because the AI will pick one and sound certain.

Use unanswered questions as a to-do list

Every question Fidiora hands off for lack of content is a documentation gap. Review them weekly, group them by topic, and write the missing articles in order of volume. This is the main lever on your resolution rate after launch. For the method, see knowledge gap analysis and audit your knowledge base before AI.