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Ask your documents ​

Your company keeps its policies, procedures and product information in knowledge bases: collections of documents that Genie reads and cites. At Contoso, for example, there are knowledge bases for Human resources, Operations and Sales. This page shows how to find the knowledge bases you can read, browse their documents, and point Genie to a knowledge base or a single document when you ask.

See the knowledge bases you can read ​

  1. Click Knowledge in the sidebar.
  2. The Knowledge page lists the knowledge bases you can read, with their Type, number of Items, Status and when they were Updated.
  3. Use the tabs to narrow the list: All, Favorites, Recent, Created by me and Shared with me. Type in Search knowledge bases to find one by name.

Knowledge bases created by colleagues in your workspace appear under Workspace · View only; knowledge bases shared from other workspaces under Shared with me · View only. Click the star (Add to favorites) to keep the ones you use most under Favorites.

The status tells you whether a knowledge base is ready: Ready, or for example 2 processing while new documents are being read in.

Screenshot coming soonThe Knowledge page with the knowledge bases you can readwebsite-docs/public/screenshots/en/knowledge-list.png
The Knowledge page with the knowledge bases you can read

Browse the documents in a knowledge base ​

  1. On the Knowledge page, click a knowledge base. Its Documents tab opens.
  2. Find a document:
    • click a folder in the folder tree on the left;
    • type part of its name in Search document names...;
    • click Filters to narrow by file type, status, source, tag or date;
    • switch between Grid view and List view, and change the order with Sort.
  3. Click a document to open its details on the right: Basic info (type, source, tags, dates), a Summary, and the content. Choose Preview to see the file as it looks, or Full Text to read its text.

To see what a knowledge base holds and what you may do in it, click the info button next to its name (View knowledge base info).

Screenshot coming soonThe documents of a knowledge basewebsite-docs/public/screenshots/en/kb-documents.png
The documents of a knowledge base

Ask a knowledge base ​

To ask questions about one knowledge base only:

  1. Open the knowledge base.
  2. Click Ask this knowledge base.
  3. A new conversation opens with that knowledge base already selected. Type your question, for example "What are the steps for receiving chilled goods at the warehouse?"

Choose knowledge for a chat ​

Genie normally searches every knowledge base you can read. To keep a conversation to some of them:

  1. In the message box, click + (Add photos, files and tools).
  2. Point to Knowledge bases. A list with checkboxes opens.
  3. Tick the knowledge bases you want. The list stays open so you can tick several.
  4. Each choice appears as a chip at the top of the message box. Click × on a chip to remove it.

You can also type @ in the message box. The list opens on the agents; click ‹ (Back to all groups) and choose Knowledge Base to pick from your knowledge bases.

Screenshot coming soonChoosing knowledge bases for a conversationwebsite-docs/public/screenshots/en/chat-pick-knowledge.png
Choosing knowledge bases for a conversation

If the knowledge base row shows Off for this agent, the agent you chose decides its own knowledge. Switch back to Genie, or ask your admin.

Ask about a specific document ​

  1. In the message box, type @ followed by part of the document name, for example @handbook.
  2. Matching documents appear in the list under File, below the agents. Pick the one you want. To browse instead, click ‹ (Back to all groups), then File.
  3. The document appears as a chip at the top of the message box.
  4. Type your question, for example "What is the dress code at the Hanoi office?", and send.

Genie then answers from that document. You can also pick a Tag to ask about all documents with that tag.

Filter by document details ​

Some knowledge bases describe their documents with fields such as branch, year or document type. When you choose such a knowledge base, a Filter button appears in the message box. Click it (Filter documents), fill in the values you want, for example the branch "Da Nang", and Genie searches only the matching documents.

Why you may not see a document ​

Not everyone in a company may read everything, and Genie respects that. You may not see a document, or Genie may not use it in answers, because:

  • The knowledge base is not shared with you. Each knowledge base has its own readers.
  • The document is restricted. Inside a knowledge base, a document, a folder or a tag can be limited to some people, for example the HR team. If you are not one of them, the document does not appear anywhere for you: not in the list, not in search, not in answers.
  • The document keeps the permissions it has in its source. Files synced from SharePoint, OneDrive or Microsoft Teams can keep their original permissions: you see them in Genie only if you can open them there.
  • The access had an end date. Temporary access stops on the day it ends.
  • The document is still being processed, or is waiting for approval.

When you can see a restricted document, it carries a Restricted badge (Only some members can see this document). In its details, the Access section says Restricted: only some members can see this document, and you are one of them.

Who to ask. Genie has no "request access" button. If you think you should see a document, ask the person who created the knowledge base or your workspace admin; Only the knowledge base creator and workspace admins can change who sees it. For documents synced from SharePoint or Teams, ask the owner of the site or team.

Good to know ​

  • Viewers read, contributors create. With the Viewer role you can read and ask. With the Contributor role you can also create your own knowledge bases (Create knowledge base) and upload documents to them. See Knowledge bases.
  • Downloading original files is available to contributors and above, and on shared knowledge bases only to people with edit rights. Viewers can preview but not download.
  • Saving an answer as a document. Add to Knowledge Base under an answer saves the question and answer in a knowledge base you are allowed to edit.
  • New documents take a moment. A document becomes searchable after Genie has read it in; its status shows Processing until then.
  • Your files in a chat are not added to a knowledge base. Files you attach to a conversation are used for that conversation only. See Files and artifacts.