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The Connected tab lets your agent pull information from external sources like websites, files, and integrations. Keep sources fresh by syncing regularly, managing them per environment, and removing outdated or deprecated sources.

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Quick reference

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Understanding source updates

Sources can become outdated when:
  • Website content changes - Product pages, FAQs, or documentation are updated
  • Files are modified - PDFs, CSVs, or documents are revised
  • Integration data changes - External systems update their information
  • URLs become inaccessible - Pages move, are deleted, or require new authentication
Unlike the FAQs tab (which you edit directly), Sources must be synced to pull in the latest content.

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How to sync sources

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Manual sync

To refresh a single source:
  1. Go to Knowledge > Sources
  2. Find the source you want to update
  3. Click the sync icon next to the source name
  4. Wait for the sync to complete (typically 1-5 minutes depending on source size)
The “Last synced” timestamp will update when complete.

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When to sync

Sync your sources when:
  • You know the external content has changed
  • You’re preparing to publish a new version
  • You’re troubleshooting incorrect or outdated responses
  • It’s been more than a week since the last sync (for frequently changing content)
  • Before publishing to Live or moving a Branch to Staging
Set a regular schedule for syncing high-traffic sources (e.g., weekly for product catalogs, daily for pricing pages).

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Managing sources across environments

Sources can be enabled or disabled per environment (Sandbox, Staging, Live).

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Enable/disable sources by environment

  1. Go to Knowledge > Sources tab
  2. Find the source in your list
  3. Use the environment toggles to control where the source is active
Common scenarios:
  • Testing new sources - Enable only in Sandbox until validated
  • Seasonal content - Disable holiday hours sources after the season ends
  • Deprecated information - Disable in Live while keeping in Sandbox for reference
  • Gradual rollout - Enable in Sandbox, then Staging, then Live as you gain confidence

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Source scope and variants

If you’re using Variants to handle multiple locations or configurations:
  • Sources can be scoped to specific variants
  • This lets different locations reference different knowledge sources
  • Example: Each restaurant location can have its own menu PDF
To scope a source to a variant:
  1. Add or edit a Sources source
  2. Select which variants should have access to this source
  3. Save and sync

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Troubleshooting sync failures

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Common issues and solutions

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Checking sync status

After syncing, verify the update worked:
  1. Check the “Last synced” timestamp
  2. Test the agent in Agent Chat with a question that should use the updated content
  3. Review Conversation Review → Diagnosis to see which sources were retrieved
  4. Compare the agent’s response to the actual source content

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Best practices

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File-based sources

  • Keep files under 10MB for faster syncing
  • Use clear, structured formatting (headings, bullet points) for better retrieval
  • Name files descriptively for easy identification in the source list
  • Version your files (e.g., menu-2025-02.pdf) to track changes over time

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URL-based sources

  • Use stable URLs that won’t change or redirect
  • Avoid dynamic content that requires JavaScript to load
  • Test URLs in incognito mode to ensure they’re publicly accessible
  • Prefer direct content URLs over landing pages with navigation

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Integration sources

  • Monitor API rate limits to avoid sync failures
  • Keep credentials up to date and rotate them securely
  • Test integrations in Sandbox before enabling in Live
  • Document integration dependencies for your team

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General maintenance

  • Audit sources regularly - Remove outdated or unused sources
  • Document source purposes - Add notes about what each source covers
  • Sync before major releases - Ensure all sources are current before publishing to Live
  • Monitor retrieval patterns - Use analytics to see which sources are actually being used

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Update vs. sync: what’s the difference?

  • Sync = Refresh a Sources source to pull in the latest external content
  • Update = Publish a new version of your agent configuration (including which sources are enabled)
You need to do both:
  1. Sync the source to get fresh content
  2. Publish your Branch to Live to make the synced content available to customers

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Monitoring source freshness

To track when sources were last updated:
  1. Go to Knowledge > Sources tab
  2. Review the “Last synced” column for each source
  3. Sort by sync date to identify stale sources
Sources that haven’t been synced in 30+ days may contain outdated information. Review and sync regularly.

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When to use the Connected tab vs. the FAQs tab

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Common workflows

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Weekly maintenance routine

  1. Review analytics to identify knowledge gaps
  2. Sync high-traffic sources (pricing, hours, FAQs)
  3. Test agent with recent customer questions
  4. Update or add sources as needed
  5. Publish to Live if changes were made

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Responding to content changes

When you learn external content has changed:
  1. Identify which Sources source contains that content
  2. Sync the source immediately
  3. Test in Sandbox to verify the update
  4. If urgent, publish to Live
  5. If not urgent, batch with other updates

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Adding seasonal content

  1. Add new source with seasonal information
  2. Enable only in Sandbox initially
  3. Test thoroughly with seasonal queries
  4. Optionally, move the Branch to Staging for user acceptance testing
  5. Publish to Live when season begins
  6. Disable source when season ends (don’t delete - you’ll need it next year)
Last modified on September 15, 2026