Integrations
Google Drive
How your agents answer from the documents in the Google Drive folders you select, and stay in step as your teams update them.
On this page
If your teams keep their guides, fact sheets and policies in Google Drive, your agents can answer customers from them. You select the shared drives or folders the agent reads, and it answers only from what is there. When your team edits a document, the agent's knowledge follows, so customers get your current answer without anyone retraining anything.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Answer from your documents | The agent finds the relevant passage in your documents and answers from it | Whether a hotel has an accessible room with a roll-in shower |
| Keep in step with changes | When a document is updated, added or removed, the agent's knowledge is updated to match | New pool opening hours are used once the fact sheet changes |
| Answer only from approved sources | The agent answers from the material you have connected, not from general knowledge | A question about a neighbouring hotel is not answered from guesswork |
| Say when the answer is not there | If your documents do not cover a question, the agent says so and offers a person | A request about an unusual dietary need goes to the guest relations team |
How it connects
The connection uses Google Workspace's standard API (application programming interface: the documented way other software exchanges data with it). Your Google Workspace administrator approves the connection with OAuth (the standard way to give an application limited access without sharing a password), and its access is limited to the shared drives or folders you select. The access is read-only.
The selected documents are indexed (organised so the agent can find the right passage quickly), and the index is held in your deployment, in your chosen region. Credentials are stored encrypted in your deployment, and every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit). Your documents stay in Google Drive, where your teams keep editing them.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read documents in selected drives and folders | Answering from your documents | Only the locations you select |
| Detect changes in those locations | Keeping in step | On for the locations you select |
| Create, edit or delete files | 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 keeps a fact sheet for each of its hotels in a shared drive.
- The IT team connects the "Hotel fact sheets" shared drive and the "Guest policies" folder.
- Dana asks on the website chat whether the Jeddah hotel allows late check-out on Fridays. The agent answers from the guest policy.
- The hotel changes its late check-out rule and the operations manager updates the document. The agent picks up the change.
- The next guest who asks hears the new rule.
What your team controls
- Which shared drives and folders the agent reads.
- Which documents are excluded within them.
- Withdrawing access, at any time, in Google Workspace.
Related
- Knowledge and documentsIntegrations
- Knowledge and documents (agents)Agents
- PermissionsIntegrations
- Hosting and data residencySecurity and data protection
- Travel and hospitalityIndustry guides
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