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If your answers already live in a help centre or a wiki, connect it instead of copying it. Wiredesk reads every article, and from then on checks for changes every fifteen minutes on its own. An article you edit reaches the agent within one check. An article you archive, delete or unshare stops being quoted. Each sync only re-reads the articles whose edit time moved since the last one, so a large help centre costs no more to keep current than a small one. Google Drive is not available yet.

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Connect a source

1

Open Knowledge

Go to Agents → your agent → Knowledge and find Sync from.
2

Pick the source

Click Zendesk Guide, Intercom Articles, Notion or Confluence.
3

Connect it

For Zendesk Guide and Intercom Articles there is nothing to type: the sync uses the connection the agent already has. If it has none, connect it under Actions › Connections first.For Notion and Confluence, paste the credentials and click Find pages or Find spaces. Wiredesk checks them and shows what they can see. Tick what the agent should learn from.
4

Wait for the first sync

The source appears in the list and the first sync starts straight away. A large help centre can take a few minutes.
To add or remove a source you need the Owner or Admin role.

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Zendesk Guide

The sync reads through the same OAuth connection the agent opens tickets with, so nothing new has to be approved. Its access already covers help centre articles. Include restricted articles also syncs articles a user segment limits to signed-in users or to agents. Leave it off unless the agent only talks to people allowed to read them: it can quote anything it has read to anyone.

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Intercom Articles

The access token behind this agent’s Intercom connection needs the Read and list articles permission. In Intercom, go to Settings → Integrations → Developer Hub → your app → Configure → Authentication, turn it on, and connect the integration again if the token changed.

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Notion

1

Create a connection

In Notion, go to Developer tools → Connections → New connection. Pick API token as the method, then on its Configuration tab leave only Read content ticked. Older workspaces call this an internal integration, under Settings → Connections → Develop or manage integrations.
2

Give it the pages

On the connection’s Content access tab, click Edit access and add each page or database the agent should read. Pages inside an added page come with it. You can also add it from a page’s ••• → Connections.
3

Paste the token

Copy the connection’s API token into Wiredesk and click Find pages.
Each row of a database is synced as its own page, with its properties (“Status: Published”) above its text.

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Confluence

Create an API token at id.atlassian.com, signed in as someone who can read the spaces you want. In Wiredesk, enter your Confluence address (for example acme.atlassian.net), that person’s email and the token, click Find spaces, and tick at least one. Only Confluence Cloud addresses ending in .atlassian.net are accepted.

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What the list shows

A connected source’s row shows how many articles it holds, how many passages they make, and when it last synced, for example “42 articles · 210 passages · synced Oct 8, 10:15 AM”. Click the row to see every article, with a link to it. Click Sync now to check for changes straight away instead of waiting for the next fifteen-minute check.

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When something fails

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Removing a source

Click the bin icon on its row. Every article’s passages come out of the knowledge base straight away, and for Notion and Confluence the stored token is deleted with it. Disconnecting Zendesk or Intercom under Actions › Connections stops its sync at the next check, but keeps what was already synced until you remove the source.