Integrations
Knowledge and documents
How the agent answers from your own documents, policies and FAQs, and keeps in step with them as they change.
On this page
Your approved documents are where the right answers already live: policy wordings, project brochures, rate rules, service charge guides, FAQs, internal procedures. The agent answers from them, and only from them, so a customer hears what your business has approved rather than something a language model composed. When your team updates a document in the library it already uses, the agent keeps in step, without anyone retraining anything.
What connecting your document libraries lets the agent do
| Ability | What it means for you | Example |
|---|---|---|
| Answer from your documents | The agent answers questions from the documents, policies and FAQs you approve | A policyholder asks whether windscreen damage is covered and hears what the policy wording says |
| Stay grounded | Answers are constrained to the source material retrieved. When the answer is not there, the agent says so and offers a person | A question about a tower not yet in the brochure is handed to the sales team |
| Keep in step | When a document changes, it is re-indexed automatically, so answers reflect the current version | A revised cancellation policy is used once it is published and re-indexed |
| Show its sources | Each answer is logged with the document and passage it came from | A compliance reviewer checks which version of the wording was quoted |
Integrations in this category
| Integration | What the connection covers |
|---|---|
| Microsoft SharePoint | Document libraries and pages on the sites you choose |
| Google Drive | Shared drives and folders you choose |
| Notion | Pages and databases in the workspaces you choose |
| Confluence | Spaces and pages you choose |
| Dropbox | Team folders you choose |
| Box | Folders you choose |
How the connection works
Your team chooses the folders, sites or spaces that hold approved material, and grants the agent read access to those alone. Documents are indexed (organised so the relevant passage can be found quickly) inside your deployment, in your chosen region. During a conversation, the agent retrieves the passages that answer the customer's question and composes its reply from them.
The language model decides how an answer is expressed: the wording, the order and whether to ask a clarifying question first. The substance comes from your documents. Anything that could create an obligation for you, such as a price, a date or an entitlement, is taken from your systems or approved documents rather than generated. See Knowledge and documents.
Keeping the library current stays with the people who own each document, as it does today. The agent follows whatever version they publish.
The technical detail
The connection reads from each library through its standard API (application programming interface: the documented way other software exchanges data with it), with a dedicated read-only integration account or an OAuth grant (a standard that lets one system grant another limited access without sharing a password). Changes are detected and the affected documents re-indexed automatically. The index and any copies needed to build it are stored encrypted with AES-256 in your deployment, and deleted when a document is removed from the approved folders. Connections use TLS (Transport Layer Security), version 1.2 or higher.
Permissions typical for this category
| Permission | Needed for | Default |
|---|---|---|
| Read named folders, sites or spaces | Answering from approved material | Only the locations you choose |
| Read change notifications for those locations | Keeping in step | Granted with read access |
| Write, edit or delete documents | Not needed | Not granted |
| Read the rest of your library | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Qamar Stays, a hotel group, keeps its guest policies in a SharePoint library.
- The revenue and guest services teams move their approved policies into one folder, "Guest policies (approved)", and the IT team grants the agent read access to that folder only.
- A guest, Lina, asks on WhatsApp whether children stay free. The agent answers from the child policy and logs the source.
- The following month, the group changes its child policy for the summer season. The guest services manager publishes the revised document to the same folder.
- The agent's next answer on the subject follows the revised policy. The audit trail shows which version each answer used.
What your team controls
- Which folders, sites or spaces the agent can read.
- The documents in them, and when they change.
- The topics the agent will not discuss, whatever the documents contain.
Related
- Knowledge and documentsAgents
- How integrations workIntegrations
- PermissionsIntegrations
- Policies as limitsAgents
- Audit trail and decision recordsGovernance and control
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