Edit, refresh, and remove text sources

Private business knowledge changes just like public website content. When a policy, procedure, or approved answer is revised, update the text source so the assistant and your team continue working from the same version.

You can review the current source list under Settings > Learning data > Text sources. From there, open a source to inspect it, edit its contents, refresh processing, or remove it.

In this article, you'll learn:

• How to review a saved text source
• How to edit its title, hint, or content
• How and when to refresh it
• How to remove a source safely
• How to prevent conflicting answers

Review a source#

Open Details for the source you want to inspect. You will see its title, hint, full text, status, and timestamps together. Read the hint and content as a pair: the hint should still describe when the information applies, and the full text should still contain the approved answer.

This is also a good moment to check whether another text or website source now covers the same topic differently.

Edit the content#

Use Edit when the source itself needs to change. Keep the title recognizable, the hint focused on use, and the full text explicit enough to test.

1. Open the source's Details page.
2. Select Edit.
3. Update Title, Hint, or Full text.
4. Select Save changes.
5. Return to the source details and review the saved values.

After saving, you return to the source details. Changes to the text can mark the source as Needs refresh, which means the edit is stored but still needs to be processed before you rely on the new answer.

Refresh a source#

Refreshing makes the latest saved content ready for use. It does not replace the need to save an edit first.

1. From Text sources or the source details, select Refresh.
2. Wait until the source shows Fetched or Complete.
3. Test the changed rule, an exception, and a follow-up question.

Refresh is especially important after changing eligibility rules, time frames, prices, required customer details, or escalation steps. Repeat a known test question after the source becomes ready.

Remove a source#

Remove a text source when its information is no longer approved or has been fully replaced. Open the details first so you can review exactly what will leave the current knowledge set.

1. Open the source's Details page.
2. Select Delete text source.
3. Review the confirmation and select Delete.
4. Test the affected topic using the remaining knowledge.

Prevent conflicting answers#

Keep one authoritative version of each policy whenever possible. If public and private sources must cover the same topic, make their different scope explicit in the source hints. For example, distinguish a public standard return policy from a private procedure for a specific customer segment.

After every material change, follow the testing steps in Test the complete visitor experience.