Adding and Managing Resources

The Knowledge overview page in HALO allows you to manage and access all uploaded knowledge, including details on type, audience, and sync status. Here’s how you can add resources to enhance your agent’s capabilities:

Adding New Resources

1. Access the Knowledge Overview:

   • Navigate to the Knowledge overview page.

   • Click the blue plus sign or the plus sign next to Knowledge in the left-side menu.

     

2. Select Resource Type:

   • Choose to add either a file or a website URL.

File Upload Option

• Supported Formats: You can upload files in PDF or JSON format. Note: File size limit is 25 MB.

• JSON Requirements: Ensure JSON files meet the required format as illustrated below.

  JSON Format

  [

    {

      "trigger": "…",

      "content": "…"

    }

  ]

• PDF Requirements:

  • PDFs can be in any format; they don’t need a Question/Answer layout.

  • Text, lists, and tables can be read, but images are not supported yet.

  • For the best knowledge extraction:

    • Use text blocks between 10 to 400 words.

    • Separate blocks or topics with two blank lines.

• Audience Selection: Specify whether the resource will be used for internal users, external users, or both. Choose "All" if applicable.

• Saving the File: After selecting your file, click ‘Save’ to add the new knowledge.

• Multi-language File Upload: While it is possible to upload files containing multiple languages, this is not recommended as it may result in loss of information.

Web Crawler Option

• Adding URLs: Web crawlers can extract information from specified website URLs. Enter multiple URLs for comprehensive data gathering.

• URL Formatting: Add an asterisk (*) after a trailing slash in URLs to enable the crawler to traverse all subsequent URLs in that directory path. Example: 'http://desk.company.com/solutions/*'.

• Parameter Restrictions: Note that web crawlers cannot process parameterized URLs with a question mark (?) and key-value pairs separated by an ampersand (&). This image shows readable URLs on the left side and those that can't be read on the right.

  

• Audience Selection: Specify whether the resource will be used for internal users, external users, or both. Choose "All" if applicable.

• Crawler Duration: Note that the crawler can operate for up to 48 hours continuously.

• Source Quality: The best source for high-quality answers is naturally written text. Product descriptions such as "Color: Black" are not effective.

• Webcrawler Blacklist: You can also exclude certain web pages from being crawled using the Web Crawler Blacklist on the Profile Settings screen. More about this topic here.

Synchronizing Resources

Efficiently managing your knowledge resources in HALO requires regular synchronization to ensure data is up-to-date and accessible for agents. Here are the available syncing options designed to streamline this process:

• Synchronize All Resources:

  • Use the sync button located in the top right corner to synchronize all knowledge resources simultaneously.

    

• Selective Multi-source Sync:

  • You can sync multiple sources by selecting the relevant resources using checkboxes in front of each source. Then, click the Sync button in the top right corner.

  • The Status column will display which files are currently syncing. If needed, you can stop a sync operation by clicking the ‘Stop Sync’ button in the top right corner.

• Individual Resource Sync:

  • To sync individual resources, click the three dots next to the desired source and select Sync.

• Alternatively, click directly on the source to open the properties section of the resource, then choose Sync from the options available in the top right corner. See example below.

  

• Scheduled Synchronization:

  • You have the option to activate or deactivate scheduled synchronization within the Profile Settings screen. For detailed guidance, please refer to this article.

Managing Resources

Click directly on a resource to access its properties section. Refer to the previous image for guidance.

• Edit and Delete: In the Properties section, you can edit or delete resources as needed. This section also displays important details, such as the type, audience, sync status, and the date of the last synchronization.

• Download Files: You can download your files by clicking on the file name; this will initiate the download process.

• View Content: The Content section allows you to review the crawled website content or the content within the file.

Enabling Knowledge Access for Agents

Uploaded knowledge is available for your knowledge agent but not automatically accessed by agents. To enable access:

1. Configure Agent:

   • Switch to the Agents tab.

   • Within the agent interface, type the forward slash (/) and search for the knowledge agent. This action initiates a knowledge search using synced files and web crawlers, enhanced by feedback to refine responses.

This comprehensive guide ensures your resources are optimized for use in HALO, empowering your agents with accurate and relevant data.