Knowledge sources are the information Gruvi's AI agents use to answer customers automatically. That means your products, your policies and your services. It is the single biggest factor in whether Chloe is useful or useless.
What a knowledge source is
An article holding something true about your business. A page scanned from your website, a document you uploaded, or something you wrote yourself in the editor.
They live under Knowledge Sources in the left-hand sidebar, organised into folders down the left.
This is not a customer-facing help centre. It is the material behind the answers. Customers never read it. They read what Chloe writes from it.
How Chloe uses them
She does not paste articles at customers. She reads them, distils them into facts, and uses those facts to write an answer in her own words, in your tone, in the language the customer wrote in.
That is why one good article can answer twenty differently-worded questions, and why a missing article cannot be worked around by better instructions.
Citations
When Chloe uses an article, she records it. In the feed her replies carry small Cited chips naming the articles she drew on, and her messages show how many sources were behind an answer.
This is worth using. If a reply was wrong, the citation tells you which article to fix, rather than leaving you guessing which of forty was responsible.
Knowledge, answers and rules
Three things shape Chloe's replies, and they are often confused.
- Knowledge sources
- What is true about your business. Used everywhere, for any question they are relevant to.
- Guided answers
- What she should say to one particular question.
- Do's and don'ts
- How she should behave, whatever the question.
Start with knowledge. Most problems people try to solve with rules and answers are actually gaps here, and fixing the source fixes every question at once.
What the overview tells you
The Knowledge Sources home page opens with five counts, which together are a decent health check.
- Articles
- How many you have in total.
- Published
- How many Chloe can actually use.
- Draft
- Written but not live. Invisible to her.
- Needs review
- Flagged as possibly out of date or contradictory.
- Open gaps
- Questions customers asked that nothing here answers.
Most used by AI
Below the gaps is Most used by AI. These are the articles Chloe refers to most, ranked by citation count.
Treat this as a maintenance list. An article cited a hundred times is doing a hundred times the work of one cited once. It is where a stale price or an old policy does the most damage. Keep the top five accurate before worrying about the rest.
What to put in first
If you are starting from nothing, the order that pays off fastest:
- How to contact a human. Without it, Chloe cannot tell a stuck customer what to do next.
- Your opening hours, so she can set expectations honestly.
- What your product actually is, in a paragraph.
- Your top five questions, taken from Common topics once you have a few weeks of conversations.
- Your policies on money. Refunds, cancellations and billing. These are also the ones most worth getting exactly right.