TABLE OF CONTENTS

• Prerequisites
• Overview of Copilot knowledge sources
• Add URLs and files
• Connect apps
• Things to keep in mind

The Copilot Agent uses knowledge sources to retrieve information that helps it generate AI-powered content and assist agents. This article explains how to add URLs and files, connect external apps, and manage knowledge sources for the Copilot Agent.

Prerequisites

Before you connect knowledge sources:

• Ensure you have administrator access to Agent Studio.
• Ensure you have the content you want the Copilot Agent to use, such as public URLs, files, or content stored in SharePoint, Google Drive, or Confluence.
• Ensure you have administrator privileges for the external app account, such as SharePoint, to authorize the connection and grant the required permissions.

Overview of Copilot knowledge sources

The Copilot Agent uses knowledge sources to retrieve relevant information when assisting agents. By default, it uses solution articles in your Freshdesk knowledge base, which you manage from the knowledge base.

You can extend its knowledge by adding the following sources:

When an agent uses a Copilot feature that draws on knowledge, such as Reply suggester, the Copilot Agent searches the knowledge sources enabled for that feature and uses the retrieved information to generate the suggestion.

Each source displays a status that reflects its availability:

• Disabled — The feature that the source depends on is toggled OFF, so the source toggle is unavailable.
• Not activated — The feature that the source depends on has not been activated for the account.
• Processing data (2-3 days) — Freddy AI is processing account data for the source after the dependent feature is enabled.
• Not connected — No app is connected for External knowledge base.
• Sync pending — The connected app has not finished synchronizing content.

Add URLs and files

The process for adding URLs and files to the Copilot Agent is the same as for AI Agents in Agent Studio.

To add a URL or file as a knowledge source:

1. Go to Agent Studio > AI Copilot.
2. On the Copilot Agent card, click Configure.
3. In the left pane, select Build > Knowledge Sources.
4. Add the source:
   • To add web pages, select the URLs tab, then click Add URL.
   • To upload documents, select the Files tab, then click Add files.

For supported file formats, file size and count limits, and URL requirements, see Build and curate knowledge for AI agents. The Copilot Agent supports URLs, files, and apps as knowledge sources. AI Agent Studio supports these sources as well as Q&As and solution articles.

Connect apps

You can connect SharePoint, Google Drive, and Confluence so the Copilot Agent can retrieve content stored in these applications.

The following procedure uses SharePoint as an example. The steps for Google Drive and Confluence are similar.

Connect SharePoint

To connect SharePoint to the Copilot Agent:

1. Go to Agent Studio > AI Copilot. On the Copilot Agent card, click Configure, then select Build > Knowledge Sources > Apps.

2. Under Connect, locate SharePoint, then click Connect.
3. Install and authorize the SharePoint Search Connector when prompted, and sign in with your Microsoft account.
4. Select up to 100 SharePoint sites that contain the content you want the Copilot Agent to use, then save and sync your selection.
5. Return to the Apps tab and check the synchronization status. 

For detailed installation, permission, and site selection steps, see Connect SharePoint Search Connector app to AI Agent Studio.

Connect Google Drive and Confluence

The procedure to connect Google Drive and Confluence is similar. The Google Drive Search Connector lets the Copilot Agent search your Google Drive files and folders, and the Confluence connector lets it search your Confluence spaces.

For app-specific steps, see the following articles:

• Connect Google Drive Search Connector app to AI Agent Studio
• Connect Confluence Search Connector app to AI Agent Studio

Check the status of connected apps

After synchronization is complete, the app appears under Connected apps with the number of synchronized sites and the time of the last synchronization.

From Connected apps, you can:

• Click Manage to update the synchronized sites.
• Toggle the app ON or OFF to enable or disable it for the Copilot Agent.
  

If synchronization has not completed, the app may show Sync pending. You may be able to review the app settings, update the selected sites, and retry the synchronization.

Things to keep in mind

• Solution articles — Solution articles are part of the Copilot Agent's knowledge by default and are managed from the knowledge base.
• Per-feature sources — Reply suggester uses only the knowledge sources that are toggled ON on its Configuration tab.
• Dependent sources — Similar tickets and canned responses are available as sources only when Similar Ticket Suggester and Canned response suggester are toggled ON.
• Processing time — Similar tickets and canned responses can take 2-3 days to become available after the corresponding suggester is enabled.
• Duplicate content — When the same information exists in more than one knowledge source, the Copilot Agent may retrieve outdated or inconsistent information if the sources are not kept in sync.