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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.
  • For multiple-file tools, please reach out to your Customer Success Manager with the updates you want to make to your files. Our team can make this easy for you!

Step 1. Update Knowledge base

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

  1. In your tool Dashboard, select Responses, then 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 Important: Once unpublished, users will no longer be able to ask questions and the tool will appear offline.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 all past moderated responses. That way, they will remain in your tool and will not be deleted. 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 and approve (or modify) your tool’s existing responses. This ensures your new content interacts with previously moderated answers as expected.

Here’s how to review past moderated responses.

  1. To review your tool’s responses, select Responses from the tool’s Dashboard. This will display all your all inactive responses (see image 1).

  2. Click on the 3 dot vertical ellipsis next to every inactive answer and click Moderate.
  3. In the Moderate response popup, the existing (moderated) answer and new answer generated from your new, updated content will appear on the left hand side (see image 2).

    1. Creators can either click Approve to confirm the original response is still accurate; or

    2. Click Copy to answer to 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.
  4. Once you’re done, click Approve.
  5. Continue reviewing all of your tool’s past moderated answers and activate them by moderating and approving each response.

NB: If you don’t review and approve a response, it will be deleted to avoid any unexpected responses.