Find the relevant source#
Open Knowledge to see the library for the selected workspace. Search source titles searches source names, not every sentence inside every document. Use the website filter to include the selected website and shared workspace sources.
The list shows the source title and scope, type, document count, status and update date. Previous and Next move through the source list in pages of 30. The refresh icon reloads the library view; it does not crawl the website again.
Read a website crawl#
Select a Website crawl source to open its reader. The reader shows active collected documents and their extracted text. Choose Open original page to compare a document with the public page from which it came.
Use Previous documents and Next documents to move through documents in groups of 10. The reader is not an editor for crawl text: correct the original website and re-crawl, or add an appropriate manual fact when the information is unavailable as accessible website content.
Check the facts customers rely on#
- Identity and contact: business name, contact route and service area.
- Prices and terms: currencies, fees, eligibility, delivery and refund conditions.
- Products and services: distinguishing details, compatibility and exclusions.
- Timeliness: whether a promotion, availability claim or old date is still valid.
- Consistency: whether website text, shared entries and website-specific entries contradict each other.
Review missing context as carefully as an incorrect sentence. A shipping fee without its conditions can produce an answer that sounds accurate but is not useful for that customer's case.
Understand Ready and Paused#
Ready means the source has been prepared for answer retrieval. A Paused manual entry has its use disabled. Pending and processing website sources still have work in progress; failed sources need investigation.
A failed refresh does not necessarily remove the earlier successful documents. Conversely, a successful new crawl with only partial coverage can replace the previous crawl's active snapshot. Check the reader after a refresh rather than assuming the status alone proves every earlier page remains available.
Review manual content and feedback together#
Business facts and Answering guidance open in an editable form. Verify their scope before changing them; a shared entry affects all websites in the workspace. Use Use this entry in answers to pause obsolete manual content, and save to apply the change.
Read real transcripts and feedback in Conversations to find gaps. Business and Scale can also show recurring topics in the Knowledge insights strip. A suggested topic is a prompt to review coverage, not an automatically verified new fact. After correcting a source, test the original customer question against the updated Knowledge.
Worked example: a paused manual entry is still visible#
A reviewer finds an old promotion in the source list and worries that it is still being answered. They open the manual entry and inspect Use this entry in answers and its paused state. A paused source remains in the library for maintenance; its visible presence does not mean it is enabled for new replies.
They then check whether the same promotion survives in another active source or public crawl. Pausing one entry does not remove every duplicate statement. If an old crawl still contains it, the public page and refresh procedure need attention. This investigation separates library visibility, enabled retrieval and duplicated content rather than concluding that the pause failed because the title did not disappear.
Close the review with a source and answer check#
Check the stored text and enabled scope after the correction, then run the question that motivated the review. Add an adjacent condition that would reveal a remaining contradiction. If the topic was shared, include the affected website contexts instead of accepting one site's answer as proof for all.
Record the exact responsible source and observed outcome. If the source is correct but the answer still mishandles the condition, keep the reproducible question and review guidance or related active sources. Do not call the issue complete merely because a list status is Ready; that status identifies preparation rather than an audit of the business rule.
Example: verify the returns policy after a redesign#
Start with the approved public returns policy and list its consequential facts: eligibility, period, condition requirements, exclusions and contact route. In the selected website's Knowledge, locate the crawl source and read the stored policy document. Compare those facts with the public page. A matching title is not enough; a redesign can retain the title while changing the text or hiding part of it behind a dynamic component.
Use Open original page to check the page that supplied the document. If the policy is absent, examine other reader pages before concluding it was never collected. The reader displays documents in groups of ten. If the source remains available after a failed refresh, compare its actual age and content; continued availability does not prove the updated policy was imported. If the new crawl is Ready but partial, other previously covered policy pages can be absent.
Record the gap precisely. Missing public text needs website-access or collection work. Incorrect manual facts need an entry edit. Incorrect handling of an available rule needs guidance review. Do not solve every review failure by adding another near-identical returns source. Correct the actual responsible source and test a normal and excluded case afterward. This produces one clear maintained policy rather than several fragments that disagree.
Find a source when title search does not find its text#
The library searches source titles, not every sentence inside the content. Searching a phrase from a policy can return nothing when the source has a general title such as Website crawl. Try the expected source title, inspect the website scope and open its reader. Do not confuse a title-search miss with proof that the assistant has no relevant information.
The source list uses pages of 30. Check Previous and Next when the expected title is not in the visible page. The website filter includes sources appropriate to that site and shared workspace Knowledge. Confirm the selected workspace before assuming a colleague's saved entry disappeared. Shared information in another workspace is not automatically included just because the same person can manage both accounts.
Once located, inspect type, enabled state and active documents. A paused manual entry remains visible but is not being used for new answers. A crawl reader is read-only; its content is corrected through the public page and refresh, or supplemented with approved manual text where appropriate. Choose descriptive source titles for new entries so future review is easier. Do not rename a source to imply factual certification: Ready describes preparation, and accuracy remains a business review responsibility.
Keep review findings actionable for the next maintainer#
For each important topic, note the source title, scope, relevant original URL, observed version or update date and approved owner. Record whether the issue is a missing document, obsolete fact, contradictory entry or handling problem. That distinction tells the next maintainer which control to use instead of recreating the same investigation from a screenshot of a generic status.
When reviewing shared sources, list which websites can be affected. A company contact update may be shared legitimately, while a regional price change may not. Check an example from each intended business context after the edit. Also inspect whether the old wrong statement survives in another active source. Correcting one source does not automatically disable every contradictory copy.
Keep review evidence free of private customer data and usable credentials. An approved policy reference and synthetic question are usually enough to reproduce a factual issue. If a real retained conversation is needed, identify it through the authorized portal rather than copying its full contents into a public ticket. Complete the review with the observed answer and date. A content inventory without an acceptance check shows what exists, but not whether the selected business rule is usefully represented in a customer response.
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