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Snippets

Snippets are manually created pieces of knowledge that you can add directly to your AI’s knowledge base. Unlike automated data providers that crawl external sources, snippets give you complete control over the content your AI uses to answer questions.

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Why Use Snippets?

Snippets are valuable when you need to:
  • Fill knowledge gaps - Add information that doesn’t exist in your documentation
  • Curate critical information - Highlight important policies, procedures, or answers
  • Provide quick answers - Add FAQ-style content for common questions
  • Control messaging - Ensure your AI uses specific, approved language
  • Update knowledge instantly - Make changes that take effect immediately
  • Capture conversation insights - Save verified answers from customer conversations
From Conversations to Knowledge: When your AI provides a good answer during a conversation, you can save it as a snippet directly from the knowledge sidebar. This helps you build a curated knowledge base based on real customer interactions.

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How Snippets Work

Snippets are stored in human data providers, which act as knowledge collections. Each snippet:
  • Has a name that helps identify the content
  • Contains rich text content with formatting support
  • Gets automatically indexed for semantic search
  • Can be edited, updated, or deleted at any time
  • Appears alongside other knowledge sources when your AI retrieves relevant information
When a customer asks a question, your AI searches across all knowledge sources - including snippets - to find the most relevant information to answer with.

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Creating Snippets

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From the Data Provider

  1. Navigate to Data Providers in the sidebar
  2. Select a human data provider (or create one if needed)
  3. Click New Snippet
  4. Enter a descriptive name for the snippet
  5. Write or paste your content in the rich text editor
  6. Click Save
The snippet is immediately available for your AI to use.

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From a Conversation

You can save knowledge directly from customer conversations:
  1. Open a conversation where your AI provided a good answer
  2. Click the Knowledge icon to open the knowledge sidebar
  3. The sidebar shows sources used to answer the question
  4. Click Add to Knowledge
  5. Edit the content if needed using the rich text editor
  6. Select which knowledge collection (data provider) to save to
  7. Click Save
The AI automatically generates a name based on the question, but you can customize it.
Verified Knowledge: Saving snippets from conversations helps you capture answers that have been validated through real customer interactions. This creates a feedback loop that continuously improves your knowledge base.

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Editing Snippets

You can edit any snippet at any time:
  1. Go to the data provider containing the snippet
  2. Find the snippet in the sources list
  3. Click the Edit icon
  4. Make your changes in the editor
  5. Click Save
When you save edits, the system creates a new version and removes the old one. This ensures your AI always uses the latest information.

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Supported Formatting

The snippet editor supports rich text formatting:
  • Text formatting: Bold, italic, underline, code
  • Headings: Multiple heading levels
  • Lists: Bulleted and numbered lists
  • Links: Add hyperlinks to external resources
  • Code blocks: Include formatted code examples
  • Tables: Structure data in tables (future)
  • Images: Embed images (future)

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Converting from Markdown

If you have existing content in Markdown format:
  1. Upload it as a Markdown file (.md) to your data provider
  2. Edit the source - it will be automatically converted to HTML
  3. Save the snippet with your edits
The system preserves formatting during conversion.

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Organizing Snippets

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Use Descriptive Names

Give snippets clear, searchable names:
  • Good: “Refund policy for canceled subscriptions”
  • Better: “How to request a refund after canceling a subscription”
  • Avoid: “Policy #3” or “FAQ item”
Descriptive names help you find and manage snippets later.

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Group by Collection

Create multiple human data providers to organize snippets by category:
  • Product Knowledge - Features, specifications, how-tos
  • Policies - Company policies, terms of service, legal info
  • Support FAQs - Common questions and answers
  • Internal Procedures - Agent guidelines, escalation processes
This organization makes it easier to manage large knowledge bases.

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Best Practices

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Keep Snippets Focused

Each snippet should cover one topic or answer one question:
  • Focus on a single concept or procedure
  • Keep content concise (200-500 words ideal)
  • Break complex topics into multiple snippets
  • Include enough context for the AI to understand when to use it

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Write for Your AI

Structure content to help your AI provide good answers:
  • Start with the most important information
  • Use clear, direct language
  • Include examples when relevant
  • Avoid ambiguous phrasing
  • Specify conditions or limitations
Example: 
Question: How long does shipping take?

Standard shipping takes 5-7 business days within the continental US.
Express shipping takes 2-3 business days.
International shipping takes 10-14 business days.

Shipping times start from the order processing date, not the order date.
Orders placed after 2 PM EST are processed the next business day.

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Include Complete Information

Make snippets self-contained:
  • Don’t assume the AI will have context from other sources
  • Include relevant definitions or background
  • Provide complete instructions for procedures
  • Add important caveats or exceptions

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Update Regularly

Keep snippets current:
  • Review snippets quarterly or when policies change
  • Archive outdated snippets instead of deleting them
  • Add version dates to time-sensitive content
  • Monitor conversations to identify knowledge gaps

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Test After Creation

After creating a snippet:
  1. Open a test conversation
  2. Ask questions the snippet should answer
  3. Verify the AI uses the snippet correctly
  4. Refine the content if needed

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Managing Snippets

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Viewing Snippets

To see all snippets in a data provider:
  1. Go to Data Providers
  2. Select the human data provider
  3. View the sources list - each row is a snippet or uploaded file
The list shows:
  • Snippet name
  • File type (text/html for snippets)
  • Last update date
  • File size

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Deleting Snippets

To remove a snippet:
  1. Find the snippet in the sources list
  2. Click the delete icon
  3. Confirm the deletion
Deletion is Permanent: Deleted snippets cannot be recovered. Consider downloading important snippets before deletion, or archiving them in a separate data provider.

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Downloading Snippets

You can download any snippet to save a local copy:
  1. Click on the snippet to open the preview
  2. Click the Download button
  3. The snippet downloads as an HTML file
This is useful for backups or migrating content.

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Troubleshooting

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Snippet Not Being Used

If your AI isn’t using a snippet when expected:
  • Check the snippet name is relevant to the question
  • Verify the content includes key terms customers use
  • Make the content more specific and detailed
  • Test with exact phrases from the snippet

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Conflicting Information

If a snippet contradicts other knowledge sources:
  • Review all sources on the topic
  • Delete or update outdated sources
  • Make the authoritative snippet more comprehensive
  • Use more specific language to clarify context

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Formatting Issues

If formatting looks wrong after saving:
  • Use the rich text editor toolbar instead of pasting formatted text
  • Paste as plain text first, then apply formatting
  • Check for unsupported HTML tags
  • Simplify complex formatting

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Common Use Cases

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Company Policies

Create snippets for policies that need exact wording: 
Snippet: Remote Work Policy

Employees may work remotely up to 3 days per week with manager approval.
Remote work requests must be submitted at least 1 week in advance.
All remote workers must be available during core hours (10 AM - 3 PM EST).
Equipment for remote work must be requested through IT.

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Product FAQs

Turn frequently asked questions into snippets: 
Snippet: How to reset your password

To reset your password:
1. Go to the login page
2. Click "Forgot Password"
3. Enter your email address
4. Check your email for a reset link (check spam if not received within 5 minutes)
5. Click the link and enter your new password
6. Password must be at least 8 characters with a number and special character

If you don't receive the reset email after 10 minutes, contact support at support@example.com.

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Troubleshooting Steps

Document common troubleshooting procedures: 
Snippet: Fixing connection errors in the mobile app

If you see a connection error in the mobile app:

1. Check your internet connection - try opening a website
2. Force close the app completely (don't just minimize)
3. Reopen the app and try again
4. If the error persists, clear the app cache:
   - iOS: Settings > App > Clear Cache
   - Android: Settings > Apps > App Name > Storage > Clear Cache
5. If still not working, uninstall and reinstall the app (your data is stored in the cloud)

If none of these steps work, contact support with:
- Your device type and OS version
- Screenshot of the error message
- What you were doing when the error occurred

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Next Steps

Now that you understand snippets: