Knowledge Health
Review gaps, conflicts, duplicates, and weak knowledge so your agent stays accurate
Knowledge Health#
Knowledge Health helps you review issues found in your sources and recent training. Use it to spot missing answers, conflicting facts, duplicate content, and weak sources before they affect customer conversations.
Open Knowledge Health#
- Go to your agent dashboard.
- Click Knowledge Health in the sidebar.
- Click Analyze Knowledge to refresh the page.
What You See#
| Section | What it shows |
|---|---|
| Issue Inbox | The highest-priority items that need review |
| Customers Needed This | Real customer questions that still need stronger answers |
| Training Q&A Review | Q&A candidates waiting for review in Chat Training |
| Conflicting Facts | Sources that disagree with each other |
| Redundant Sources | Duplicate content that can create retrieval noise |
| Weak Knowledge | Sources that look too vague, thin, or incomplete |
| Learned Triggers | Triggers extracted from training that still need operator review |
Typical Workflow#
- Click Analyze Knowledge.
- Start in Issue Inbox.
- Open the evidence or source linked from the issue.
- Fix the source in Sources, or add a missing Q&A.
- Return to Knowledge Health and click Analyze Knowledge again.
Common Actions#
- Add Q&A to turn a repeated customer question into a reusable answer
- View evidence to see why an item was flagged
- Review in Chat Training for pending Q&A or trigger suggestions
- Open source to jump to the source that needs editing
- Recheck source after you update content
- Dismiss items that do not need action
When to Use It#
- After training new or updated sources
- After importing conversations into Chat Training
- When answers look inconsistent
- When you want to clean up duplicate or low-quality content