Skip to content
Sign in Get started
Documentation

9bx user guide

Administration

AI knowledge hub

One place the AI learns from: your documents, web pages, articles, resolved tickets and chats. The chatbot, agent assist, the receptionist and CRM drafts all answer from it.

Contents

Who can use it

Administrators of workspaces that use AI features.

Where to find it

Settings → Workspace → AI knowledge hub. Tabs: Sources, Test console, Settings.

Add a source

  1. On Sources click Add a source and choose:
    • Upload a document: PDF, Word, text or Markdown. A scanned PDF with no text cannot be read.
    • Web address: a public page, or tick Read the whole site, not just this page and set Most pages to read (same domain only).
    • Connect 9bx content: knowledge base articles, resolved tickets, resolved live chats. A type is unavailable when your plan does not include its module.
  2. Give it a name (optional) and click Add and read. It is read in the background.
  3. Choose Who can be answered from it: Customers and agents (chatbot and receptionist may use it) or Agents only (copilot, agent assist, drafts). Tickets and chats are always agents only.

The text is kept in your workspace, split into passages and sent to your AI engine to be indexed. Nothing is shared with other workspaces. Private network addresses are refused and a site's robots.txt is respected.

Manage sources

Each source shows a status: Queued, Reading, Ready or Failed. Open one to see its passages, Last synced, and a switch Use this source in answers. Re-sync reads it again. Re-embed everything rebuilds search by meaning. Removing a source deletes its passages, not the original content.

If no AI engine for search by meaning is set up, sources are searched by keywords only. Add an engine under AI settings.

Test console

Ask a question as A customer or An agent and see the answer and the passages used, with a confidence score. Untick Write an answer to see passages only, at no AI cost. If the passages found do not answer the question, the AI stays silent instead of guessing.

Settings

Option Effect
Use the knowledge hub Off: AI answers only from the knowledge base.
Include the 9bx user guide Lets agent-facing AI answer how-to questions about 9bx.
Passages per answer How many passages an answer is built from.
Minimum match Passages scoring lower are ignored. Raise it for stricter answers.

Troubleshooting

Problem What to do
Source shows Failed Open it and read the reason. Check the page is public or the file has text.
AI never uses a source Check Use this source in answers and the audience.