What is Connected knowledge and how does it differ from Managed Topics?
What is Connected knowledge and how does it differ from Managed Topics?
Both Connected and Managed Topics live under the Knowledge area in Build, but they serve different purposes:
- Connected knowledge is a fast way to expose external content (websites, PDFs, Zendesk articles) to your agent. It is read-only, synced from external sources, and requires no prompting expertise. However, it cannot trigger actions, flows, SMS, or handoffs.
- Managed Topics are version-controlled, fully editable topics where you control sample questions, content, and actions. They support functions, flows, and all agent behaviors.
When should I use Connected knowledge vs. Managed Topics?
When should I use Connected knowledge vs. Managed Topics?
| Scenario | Recommendation |
|---|---|
| Large FAQ library from an existing help center | Connected — fast to set up, auto-syncs |
| Content that changes frequently in an external system | Connected — stays up to date via sync |
| Topics that need to trigger handoffs, SMS, or functions | Managed Topics — only option for actions |
| You need control over exactly what the agent says | Managed Topics — you write the utterances |
| Seasonal or toggleable content | Managed Topics — supports activation/deactivation per environment |
Why isn't the agent using my Connected knowledge sources?
Why isn't the agent using my Connected knowledge sources?
Several factors can affect retrieval:
- Data structure: Connected knowledge splits content into chunks. Very large or loosely structured documents may struggle with relevance. Restructure into smaller, tighter pieces.
- Sync state: Both the source and the agent must be up to date. Trigger a manual sync if needed.
- Environment and variant: Each source must be enabled in the correct environment and variant.