Overview

Knowledge Assistant 2.0 is a major upgrade that gives organizations more control over how their AI-powered knowledge base is organized, configured, and accessed.

The system introduces two core concepts:

• Knowledge Topics – structured collections of documents and knowledge sources organized around a subject area.
• Knowledge Assistants – configurable AI assistants that use one or more topics to answer questions.

Instead of interacting directly with knowledge sources or categories, users now interact with a configured assistant that has been designed for a specific purpose, such as HR Support, IT Help, or Product Documentation.

Each assistant can be configured with its own AI model, instructions, and behavior settings without writing any code.

Core Concepts

• Knowledge Topics – A named collection of documents and knowledge sources representing a subject area.
• Knowledge Assistants – Configurable AI assistants backed by one or more topics.
• Assistant Versions – Draft, Published, and Archived versions allow safe iteration before releasing changes.
• AI Knowledge Index – Documents are processed and stored in a vector-based index for fast AI retrieval.

Knowledge Topics

A Knowledge Topic is a structured collection of documents and data sources that represent a specific subject area. Topics serve as the foundation for organizing knowledge used by AI assistants.

Examples of topics include:

• HR Policies
• IT Support Guides
• Product FAQs
• Sales Enablement

Topics act like folders for knowledge and can be reused across multiple assistants.

Within each topic you can:

• Upload documents directly
• Connect external knowledge base sources
• Track usage statistics
• Deactivate topics when no longer needed

Topics also display helpful statistics including:

• Number of assistants using the topic
• Number of uploaded documents
• Number of connected knowledge source paths

Creating a Knowledge Topic

1. Navigate to Knowledge → Topics in the admin panel.
2. Click Create Topic.
   
3. Enter a clear topic name and optional description.
4. The system automatically creates an AI knowledge index for the topic.

Document Management

Documents are uploaded directly into a Knowledge Topic, ensuring every file has a clear home and ownership.

When a document is uploaded:

1. The file is securely stored in cloud storage.
2. The content is processed and indexed into the topic’s AI knowledge base.
3. The document status updates from Pending to Completed once indexing is finished.

Supported File Types

• PDF
• DOC / DOCX
• TXT
• Excel spreadsheets (automatically converted to PDF)

Batch Uploads

Multiple documents can be uploaded simultaneously. Each file is processed independently so a failure in one file will not affect the others.

Duplicate Handling

Uploading a document with the same title as an existing document automatically replaces the previous version.

Deleting Documents

Deleting a document removes it from storage, the database, and the AI knowledge index so it can no longer be referenced in responses.

Connecting External Knowledge Sources

Knowledge Topics can also connect to external knowledge bases using connectors. This allows articles and documentation to be synchronized automatically.

Supported integrations include:

• Salesforce Knowledge
• Zendesk
• Confluence
• SharePoint
• Zingtree Workflows

Once connected, documents from these systems are indexed into the topic and become available to any assistant using that topic.

Knowledge Assistants

A Knowledge Assistant is a configured AI assistant designed to answer questions using one or more knowledge topics.

Each assistant can be customized with its own:

• AI model
• Temperature setting (creativity level)
• Maximum response length
• System instructions
• Linked knowledge topics
• Follow-up question recommendations

This allows organizations to create assistants tailored for different teams or use cases.

Assistant Versioning

Knowledge Assistants use versioning to allow safe updates without disrupting live users.

Administrators can preview a draft version of an assistant before publishing it.

Creating a Knowledge Assistant

1. Navigate to Knowledge Assistant → Assistants.
2. Click Create Assistant.
3. Enter a name and description.
4. A Draft version will automatically be created.

Configuring the Assistant

Within the draft version:

1. Select an AI model (e.g., gpt-4o).
2. Adjust the temperature setting (Controls AI creativity: 0 = precise and factual; 2 = highly creative).
3. Set maximum tokens to control response length.
4. Write assistant instructions to define behavior, constraints and tone.
5. Link one or more Knowledge Topics so the assistant knows what knowledge to draw from.
6. Enable or disable Follow-up Recommendations (Suggested questions the AI offers after each answer).

Preview and Publish

1. Click Preview to test the assistant.
2. When satisfied, click Publish.

Once published, the assistant becomes available to users in the chat widget.

The Chat Widget Experience

In Knowledge Assistant 2.0, users interact directly with assistants rather than selecting topics.

When the chat widget opens, users see a list of available assistants along with their descriptions.

For example:

• HR Assistant
• IT Support Assistant
• Product Help Assistant

After selecting an assistant, the conversation begins and the assistant uses its configured topics and instructions to generate answers.

If only one assistant is available, the widget skips the selection screen and opens directly into the chat.

AI Answer Improvements

Knowledge Assistant 2.0 introduces several improvements to answer quality and usability.

Citations

Every AI-generated response includes citations linking back to the original source documents so users can verify information.

Conversation Memory

The assistant maintains conversation history within a session, allowing users to ask follow-up questions naturally without repeating context.

Follow-up Question Suggestions

When enabled, the assistant suggests related questions at the end of each answer to guide the conversation.

Getting Started (Recommended Setup)

1. Verify your Internal OpenAI Connector is configured.
2. Create one or more Knowledge Topics.
3. Upload documents or connect external knowledge sources to each topic.
4. Create a Knowledge Assistant.
5. Configure the assistant and link it to the appropriate topics.
6. Preview and Publish the assistant.

Migration from Knowledge Assistant 1.0

Organizations previously using Knowledge Assistant 1.0 are automatically migrated to the new structure.

During migration:

• Existing categories are converted into Knowledge Topics.
• A Knowledge Assistant is automatically created for each topic.
• All documents and connected knowledge sources are preserved.
• Migrated assistants are automatically published so the widget continues working immediately.