AI agent knowledge: what Fynn answers from

Where Fynn's knowledge comes from

• Training Hub sources. Websites, help centers, documents (PDF, Word, CSV, TXT) and FAQ lists that you add under Settings > Training Hub. A source can be shared with all bots or belong to one bot. The step by step guide is in AI Training Hub: teaching Fynn.
• Your help center articles. In the bot settings under Settings > Bots, switch on Use Help Center articles as knowledge base. Fynn then searches the published articles of your live help centers for each question. Articles in internal categories are never part of it.
• Bot Instructions and Company Information. What you write in the bot settings about your company and how the bot should behave.
• Customer data you allow. Under Data Access in the bot settings: Contacts (name, email, company), Orders & transactions (via Shopify/Stripe/WooCommerce) and Previous conversations (history and context).

Copilot, the AI assistant for your team, searches the same Training Hub sources and your published help center articles. When someone on your team asks Copilot a question, it can also use articles in internal categories. Replies it writes for customers never use them. See Copilot in conversations.

How the knowledge stays current

• Help center articles with Use Help Center articles as knowledge base: Fynn reads the published version, so a change you publish counts within about a minute.
• Website and help center sources in the Training Hub are crawled again every 48 hours. Click Re-crawl next to a source when you need the update sooner. While a crawl runs, Fynn keeps answering from the previous content.
• Documents and FAQ lists stay as you added them. To change one, delete it and add the new version.

When Fynn has no answer

If your content does not answer a question, Fynn says so instead of guessing. In an inbox whose Bot Mode is Support Bot, it also offers to bring in a teammate. An Info Bot does not hand over. Read those conversations from time to time: they show you which topic is missing. Then add a source or an article that covers it.

Good habits

• Cover the common questions first, like shipping, returns and prices.
• Write plainly. Short, clear pages give Fynn cleaner material to answer from.
• Update when something changes. A new price or policy belongs in your sources the same day.
• Remove what is outdated. Two sources that disagree lead to answers that disagree.

Frequently asked questions

How often does Fynn read my sources again?

Website and help center sources in the Training Hub are crawled again every 48 hours, and Re-crawl starts one right away. Help center articles that Fynn reads through Use Help Center articles as knowledge base are always the published version. Documents and FAQ lists do not change until you replace them.

How long does it take until a new source works?

Documents and FAQ lists are processed right after you add them. A website runs in the background: the crawl reads for up to 4 minutes, then goes on about every 10 minutes until it has up to 500 pages. A large site can take a while. The source shows how many pages it has read so far.

Will Fynn make up an answer?

Fynn is told to answer only from your knowledge and never to invent facts, links, prices or settings. When your content does not cover a question, it says so, and a Support Bot also offers a teammate. If an answer is still wrong, the source is usually vague or two sources disagree.

Can I add internal documents?

In your help center, yes: put the articles in an internal category. Fynn never uses them, and Copilot can use them to answer your team. Training Hub sources work differently: everything you add there can show up in Fynn's answers to customers, so only add material your customers may see.

What happens when I make a help center category internal?

Fynn stops using its articles and the articles of its subcategories. The Training Hub never keeps pages of your own Deskwoot help center, so no copy of these articles is left there either. Copilot can still use the articles for your team.

What if my website is behind a login?

The crawler only reads pages that are public. Save the content as a PDF or Word file and upload it, or put it into an FAQ list.

Can Fynn answer in another language than my sources?

Yes. Fynn replies in the language of the customer's message, also when your sources are in another language.

What happens when I delete a source?

Fynn stops using it right away. Replies it already sent stay in the conversations.

Can I give two bots different knowledge?

Yes. When you add a source, pick the bot under Assign to Bot. A bot uses its own sources plus the sources shared with all bots.