All agents within a given organization share a “brain.” As such, knowledge contained within the Knowledge Base is accessible by all agents.
The following is an evolving list of CivicPlus applications that the agent may access as sources of knowledge. An application must exist in the given organization to be surfaced as a reference:
Application | Definition |
|---|---|
Web Central | This application’s content is actively connected and searched by default when an agent is live. It can be disconnected by an Organization Owner. |
Online Code Hosting | This application’s content is actively connected and searched by default when an agent is live. It can be disconnected by an Organization Owner. |
Web Evolve | An organization may have Web Evolve applications. As such, an Admin must decide to connect a given instance in order to create a back-end relationship between the Organization and the ApplicationID. An Organization Owner can connect or disconnect it. |
HCMS | An organization may have Web Evolve applications. As such, an admin must decide to connect a given instance in order to create a back-end relationship between the Organization and the ApplicationID. An Organization Owner can connect or disconnect it. |
Agenda and Meeting Management Select | An Agenda and Meeting Management Select application and either a CivicPus Web Central or Web Evolve application are required to enable the agent to respond using connected Select content as a source. |
SeeClickFix 311 CRM | A SeeClickFix 311 CRM application and either a CivicPus Web Central or Web Evolve application are required to enable the agent to submit issues to SCF. If multiple applications exist in a single organization, work with CivicPlus to identify the appropriate application for the agent to interact with. |
Important Note
All content uploaded to the agent Knowledge Base is available to non-logged in users. Never upload sensitive or privileged information, or any personally identifiable information.
Who can use this feature?
Organization Owners
Instructions
Select AI Agents in the navigation menu
Click Knowledge Base
Review the CivicPlus Application References and toggle on/off applications as needed.
Sometimes an external file is necessary to fill gaps in application content. Files must be added under File References to be consumed as conversational context by agents.
Notes:
Supported file types include PDF, DOCX, CSV, TXT.
To remove a file reference as a knowledge source, simply delete the file.
It will take 3 to 5 minutes from saving before your agent can reference a document.
You can also add Website References to external websites for your agent to reference
Note:
Domains should not include protocol (http://, https://) or a trailing slash.