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Updating tools

Update your tool

Want to keep your tool evergreen? In this article, we'll show you how to keep your tool up-to-date. Maintaining an accurate and current knowledge base ensures your tool delivers answers based on the latest versions of your documents and policies.

Pre-requisite

First, check if you have a single-file or multiple-file tool. You can check by opening the Content Tab: the drop-down selector will either have one file or multiple for you to select. 

  • For single-file tools, follow the instructions below to update your knowledge base.

Step 1. Update Knowledge base

Here’s how to update your tool’s knowledge base:

  1. In your tool Dashboard, select Content, then select the document you want to update, and click on the Update content in the top right corner.

  2. In the Upload content popup, select a local file or drag and drop your new document. Once uploaded, click Next.
  3. Click Next to “unpublish” the tool.
    1. Important: Once unpublished, users will no longer be able to ask questions and the tool will appear offline.
  4. Click Apply update.

At this stage, it is crucial to then review inactive responses . Keep reading to learn how review them.

Step 2. Review and activate past moderated responses

Once you’ve updated your knowledge base, you’ll need to review your tool’s inactive responses to decide if they should be included in your training set.

Here’s how to review inactive responses.

  1. To review your tool’s responses, select Training from the tool’s Dashboard. This will display all your all inactive responses.
  2. Use the Edit button to review the training response.
  3. In the training response pop-up, the training answer and new answer generated from your new, updated content will appear on the left-hand side (see image below).
    1. You can either click Save to confirm the original response is still accurate; or
    1. Click Copy to answer so that future answers draw from the answer generated by the content update.
      1. Note: Creators can also moderate the answer further and amend sources here, too.
  1. Once you’re done, click Save.
  2. Repeat the steps above to review all of your tool’s inactive answers.

NB: If you don’t review and approve inactive responses, they will be deleted when you publish your tool.