Managing imported knowledge sources for AI agents (AI agents - Advanced only)

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<p id="docs-hc-snippet" style="display: none;">Knowledge sources are the information your AI agent uses to create AI-generated answers to questions from your customers. After youimport a knowledge source, you can manage it from the Knowledge sources page.</p>
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<div class="note attention" id="adv_knowledge_managing__note_k3x_qpv_p3c">
<span class="attentiontitle"></span> This article applies only if you bought AI
agents - Advanced before March 10, 2026. Otherwise, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658" target="_blank">Connecting knowledge sources to power generative replies in AI
agents</a>.</div>
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<p class="p">Knowledge sources are the information your AI agent uses to create AI-generated answers
to questions from your customers. After you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10791195957530" target="_blank">import a knowledge source</a>, you can manage it from the
Knowledge sources page.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="adv_knowledge_managing__ul_n4t_5n5_3hc">
<li class="li"><a class="xref" href="#topic_bhz_wp5_3hc">Viewing all imported knowledge sources for an AI agent</a></li>
<li class="li"><a class="xref" href="#topic_mxn_4n5_3hc">Reimporting a knowledge source manually</a></li>
<li class="li"><a class="xref" href="#topic_dhj_qn5_3hc">Editing an imported knowledge source</a></li>
<li class="li"><a class="xref" href="#topic_uwd_rn5_3hc">Deleting a knowledge source</a></li>
<li class="li"><a class="xref" href="#topic_jxx_rn5_3hc">Viewing the import summary for a web crawler import</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="adv_knowledge_managing__ul_rnd_4t5_3hc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9185497386394" target="_blank">Configuring search rules for knowledge sources
for AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_bhz_wp5_3hc">
<h2 class="title topictitle2" id="ariaid-title2">Viewing all imported knowledge sources for an AI agent</h2>
<div class="body">
<p class="p">On the Knowledge sources page, you can view all the knowledge sources currently
connected to an AI agent. The AI agent uses these sources to generate answers to
customer questions.</p>
<p class="p"><strong class="ph b">To view all imported knowledge sources</strong></p>
<div class="p">
<ol class="ol" id="topic_bhz_wp5_3hc__ol_t2v_fq5_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li">
<span class="ph">Click <img class="image" id="topic_bhz_wp5_3hc__d8e164" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Knowledge sources</strong>.</span><p class="p">The Knowledge sources page shows a list of all knowledge sources
that have been imported for the AI agent. The list includes the
following columns:</p>
<ul class="ul" id="topic_bhz_wp5_3hc__ul_q4j_2s5_3hc">
<li class="li">
<strong class="ph b">Type</strong>: The type of imported knowledge source.</li>
<li class="li">
<strong class="ph b">Name</strong>: The name of the knowledge source.</li>
<li class="li">
<strong class="ph b">Source</strong>: The URL or file name of the knowledge source.</li>
<li class="li">
<strong class="ph b">Status</strong>: The status of the import.</li>
<li class="li">
<strong class="ph b">Import frequency</strong>: How often the knowledge source is
reimported.</li>
<li class="li">
<strong class="ph b">Last updated</strong>: When the knowledge source was last
updated.</li>
</ul>
<p class="p"><img class="image" id="topic_bhz_wp5_3hc__image_vp2_3s5_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_sources_list.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_mxn_4n5_3hc">
<h2 class="title topictitle2" id="ariaid-title3">Reimporting a knowledge source manually</h2>
<div class="body">
<p class="p">If you want to reimport a knowledge source outside the frequency you specified in its
configuration, you can perform a manual reimport.</p>
<p class="p"><strong class="ph b">To reimport a knowledge source manually</strong></p>
<div class="p">
<ol class="ol" id="topic_mxn_4n5_3hc__ol_jmx_sp5_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_mxn_4n5_3hc__d8e164" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Knowledge sources</strong>.</span></li>
<li class="li">Find the knowledge source you want to reimport.</li>
<li class="li">Click the options menu (<img class="image" id="topic_mxn_4n5_3hc__image_kgz_j55_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Reimport</strong>.<p class="p"><img class="image" id="topic_mxn_4n5_3hc__image_bts_h55_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_sources_reimport.png" width="600"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dhj_qn5_3hc">
<h2 class="title topictitle2" id="ariaid-title4">Editing an imported knowledge source</h2>
<div class="body">
<p class="p">You can edit an imported knowledge source's settings at any time.</p>
<p class="p"><strong class="ph b">To edit an imported knowledge source</strong></p>
<ol class="ol" id="topic_dhj_qn5_3hc__ol_icp_2q5_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_dhj_qn5_3hc__d8e164" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Knowledge sources</strong>.</span></li>
<li class="li">Find the knowledge source you want to edit.</li>
<li class="li">Click the options menu (<img class="image" id="topic_dhj_qn5_3hc__image_mpr_n55_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Edit</strong>.<p class="p">The Edit source panel
opens.</p>
<p class="p"><img class="image" id="topic_dhj_qn5_3hc__image_mv4_x55_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_sources_edit_panel.png" width="400"></p>
</li>
<li class="li">Edit the settings as needed.<p class="p">For help with any of the fields, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658#topic_kpz_13w_cfc" target="_blank">Importing a knowledge
source</a>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_uwd_rn5_3hc">
<h2 class="title topictitle2" id="ariaid-title5">Deleting a knowledge source</h2>
<div class="body">
<p class="p">You can disconnect a knowledge source from an AI agent to prevent it from using the
information in that source when generating answers to customer questions.</p>
<p class="p"><strong class="ph b">To delete a knowledge source</strong></p>
<ol class="ol" id="topic_uwd_rn5_3hc__ol_fnc_qr5_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_uwd_rn5_3hc__d8e164" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Knowledge sources</strong>.</span></li>
<li class="li">Find the knowledge source you want to delete.</li>
<li class="li">Click the options menu (<img class="image" id="topic_uwd_rn5_3hc__image_okz_bv5_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Delete</strong>.<p class="p">A confirmation window
opens.</p>
<p class="p"><img class="image" id="topic_uwd_rn5_3hc__image_est_hv5_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_sources_delete.png" width="350"></p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Delete</strong>.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_jxx_rn5_3hc">
<h2 class="title topictitle2" id="ariaid-title6">Viewing the import summary for a web crawler import</h2>
<div class="body">
<p class="p">When you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357749301658#topic_amk_g3w_cfc" target="_blank">import content using a web crawler</a>, you
can view a summary that shows the details of the import, including the specific
content that was imported. This information can be especially useful when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9961828111258" target="_blank">troubleshooting issues with web crawler imports</a>.</p>
<div class="p">
<div class="note" id="topic_jxx_rn5_3hc__note_jzs_cw5_3hc">
<span class="notetitle">Note:</span> Import summaries are available only for web crawler
imports, not other import types.</div>
</div>
<p class="p"><strong class="ph b">To view the import summary for a web crawler import</strong></p>
<ol class="ol" id="topic_jxx_rn5_3hc__ol_xr2_qr5_3hc">
<li class="li"><span class="ph">In the AI agents workspace, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8357756913178#topic_t25_qvj_tdc" target="_blank">select the AI agent</a> you want to work
with.</span></li>
<li class="li"><span class="ph">Click <img class="image" id="topic_jxx_rn5_3hc__d8e164" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_agents_content_icon.png">
<strong class="ph b">Content</strong> in the sidebar, then select <strong class="ph b">Knowledge sources</strong>.</span></li>
<li class="li">Find the web crawler knowledge source you want to view an import summary
for.</li>
<li class="li">Click the options menu (<img class="image" id="topic_jxx_rn5_3hc__image_azs_mv5_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png">) and select <strong class="ph b">Import summary</strong>.<p class="p"><img class="image" id="topic_jxx_rn5_3hc__image_oyc_4w5_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_sources_import_summary_menu.png" width="600"></p>
<p class="p">A new browser tab opens,
showing the Import summary page. The summary includes the following
information:</p>
<ul class="ul" id="topic_jxx_rn5_3hc__ul_s2c_qw5_3hc">
<li class="li">
<strong class="ph b">Source name</strong>: The name of the web crawler import.</li>
<li class="li">
<strong class="ph b">Results</strong>: How many pages were imported.</li>
<li class="li">
<strong class="ph b">Total duration</strong>: How long the import took.</li>
<li class="li">
<strong class="ph b">Imported on</strong>: The date and time the content was imported.</li>
<li class="li">
<strong class="ph b">Import frequency</strong>: How often the import is scheduled to run.</li>
<li class="li">
<strong class="ph b">Overview</strong>:<ul class="ul" id="topic_jxx_rn5_3hc__ul_th4_sw5_3hc">
<li class="li">
<strong class="ph b">Webpage URL</strong>: The URL of the imported page.</li>
<li class="li">
<strong class="ph b">Extracted text</strong>: The actual text the crawler
imported.</li>
</ul>
</li>
</ul>
<p class="p"><img class="image" id="topic_jxx_rn5_3hc__image_fqc_nw5_3hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_knowledge_sources_import_summary_page.png" width="800"></p>
</li>
</ol>
</div>
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