The Knowledge Hub (KH) is the single source of truth for your Care AI Agent.
It centralizes information that may otherwise be scattered across local documents.

• For Care AI Agents: Provides high-quality, structured knowledge for accurate responses via files uploaded into the system.
• For Brand Admins: Offers a unified place to manage policies and important information.

Knowledge Structure

Note: Only PDF files in English are supported.

The Knowledge Hub of Care AI Agent follows a two-level structured hierarchy: App > Folder > Document. 

Folders as Segments

• Folders help organize knowledge into logical groups (e.g., Refund Policies, Technical Issues). 
• Documents must be uploaded inside folders. 
• Documents cannot exist directly at the App level. 

Care AI Agent Mapping

• Care AI Agents are mapped to knowledge at the Folder level. 
• You can easily include or exclude entire knowledge sets. 
• Any updates inside a mapped folder are automatically reflected in the Care AI Agent Knowledge Hub.

Document Stages

Knowledge Hub documents have two stages: Live and Deprecated.

Managing Folders

You can manage the folders by adding and renaming them.

Adding Folder

To add a folder, follow these steps:

1. Log in to your Helpshift domain as an administrator.
2. On the Helpshift toolbar, click Helpshift AI.
3. Navigate to Care AI Agents under AI for End Users.
4. Click MANAGE.
   The Manage AI Agents screen appears.
    
5. Navigate to Knowledge in Manage AI Agents.
6. Select the app where you want to add your knowledge.
7. Click NEW FOLDER.
   The Add Folder pop-up appears
8. Enter a folder name.
9. Click ADD FOLDER.
   
   

Renaming Folder

To rename a folder, follow these steps:

1. Navigate to Knowledge in Manage AI Agents.
2. Click the More options (⋮) for the folder you want to rename.
   The Rename Folder pop-up appears.
3. Click Rename.
4. Enter the new Folder Name.
5. Click RENAME.
   Your folder will be renamed.
   

Managing Files

To upload a file (from folder listing), follow these steps:

1. Navigate to Knowledge in Manage AI Agents.
2. Click UPLOAD FILE.
   The Upload File pop-up appears.
3. Select Folder from the dropdown.
   
4. Click SELECT FILE to upload files from your system.
   Note: Ensure that all uploaded files meet the requirements for file size, supported format, and maximum file limit.
    
5. Select the files on your system, then click Upload.
    
6. Once you have uploaded files from your system, click UPLOAD FILE.

Uploading a File (From File Listing View)

To upload a file (from folder listing), follow these steps:

1. Navigate to Knowledge in Manage AI Agents.
2. Click UPLOAD FILE.
   The Upload File pop-up appears.
3. Click SELECT FILE to upload files from your system.
   Here, the folder is pre-selected and added, as you have already chosen a folder to upload the file.
   Note: Ensure that all uploaded files meet the requirements for file size, supported format, and maximum file limit.
    
4. Select the files on your system, then click Upload.
      
5. Once you have uploaded files from your system, click UPLOAD FILE.  

Deprecating a File

You can mark a live document as Deprecated to remove it from Care AI Agent access.

To deprecate a file, follow these steps:

1. Navigate to Knowledge in Manage AI Agents.
2. Click the More options (⋮) for the file you want to delete.
3. Click Deprecate.
   A warning appears for confirmation.
4. Click DEPRECATE FILE.
   This action is irreversible.
   

Note: Deprecated documents cannot be made Live again. Only Live documents are used by the Care AI Agent.

Deleting a Deprecated File

To delete a deprecated file, follow these steps:

1. Navigate to Knowledge in Manage AI Agents.
2. Click the More options (⋮) for the deprecated file you want to delete.
3. Click Delete.
   A warning appears for confirmation.
   
4. Click DELETE.
   
   

Note:

• Every uploaded document is automatically scanned for malware. If malware is detected:
  • The upload is immediately aborted.
  • The file is not stored or indexed.
• To update a document, delete the existing file and upload the updated version as a new file.