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Knowledge Sources FAQs

Lou Cadungog
Updated
  • Question: Is there a way to add instructions for Knowledge sources (KS)?
    • Answer: Not supported at the moment

  • Question: Is there a list of what Siena can currently pull from Catalogue?
    • Answer: Siena can pull the product name, description, variants, tags, and URL.

  • Question: How should we set up docs and sheets as Knowledge sources (KS) in order for Siena to best pull from Knowledge sources (KS)?
    • Answer: With docs as clear as possible so that LLM could understand the context. With sheets: data is combined row by row and columns are joined. We currently don't include column name in each cell so this should be handled by the customer if needed.

  • Question: What if there's an intent detected, will Knowledge sources (KS) still run?
    • Answer: Yes, the Knowledge Sources will still run even if intents are detected. However, the automation library always takes precedence in case of duplicate data.

  • Question: Is there a limit on the number of products we can pull in via Product Catalogue for KS?
    • Answer: We only show first 10k products

  • Question: Is it possible to use Knowledge Sources but keep it as internal notes?
    • Answer: Yes, simply go to Settings > AI Configuration. 
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  • Question: Can the Shopify product catalogue knowledge source read availability per location?
    • Answer: It's not possible due to technical limitations.

  • Question: Can we use both AI Flows and Knowledge Sources?
    • Answer: Yes. Siena can now run both AI flows and Knowledge Sources in a single response whenever it’s applicable.

  • Question: How often does the Shopify product catalogue or Knowledge sources sync?
    • Answer: It auto-syncs every 7 days or once a week.

  • Question: If the source is Google Sheet, would Siena be looking through all tabs?
    • Answer: Yes, all tabs. Siena will read row by row and each row will be merged column by column

  • Question: Which source will Siena use if the customer's question can be addressed by an automation from the Library and also available in the Knowledge Sources (ex. website FAQ)? Example scenario is if there is an automation for "What is your Return Policy" and there is Return Policy in the website FAQ, which source will be used?
    • Answer: First, Siena will check for available automations based on the recognized intent, and then AI will compare it with the data available in Knowledge Sources. If the data does not differ between the two sources, Siena will base the response on the automation data. If the data differs very much, Siena will use both sources and use the combined data for the response.

  • Question: When you do the Macros import in Siena-Gorgias, is this considered as another Knowledge Source? Is it used in replies?
    • Answer: When you import the Gorgias Macros in Siena, it creates new automations with intents based on the macros. So Gorgias macros are used for automations and not as Knowledge Sources.

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