Teach Onlo from your knowledge

Add one trusted source and wait until Onlo can use it to answer customer questions.

For: Workspace administrators responsible for the accuracy of AI answers
Needs: Complete this in Onlo. No code is required.
Time: 5 minutes active · Depends on the source size while Onlo indexes it waiting

Before you start

Access to AI setup → Knowledge base
One current website, document, or FAQ whose answers you can verify

Why add knowledge?

Onlo uses your knowledge sources to answer company-specific questions. Without a trusted source, it cannot reliably know your policies, product, or support process.

Add your first source

Step 1
Open Knowledge base
In Onlo, open AI setup → Knowledge base and select Add source.
Expected resultOnlo shows the supported source choices.
Step 2
Choose the smallest useful source
Choose Website, Document, or FAQ. Start with content that answers one common customer question clearly.
Expected resultYou can enter a URL, upload a supported file, or write a direct question and answer.
Step 3
Add the source
Provide the requested content and finish the add flow.
Expected resultThe source appears in the Knowledge base list.
Step 4
Wait for Fresh
Leave the page open or return later while the source changes from Indexing to Fresh.
Expected resultFresh confirms that Onlo finished indexing the source.

Find the source in Knowledge base and inspect its status.

Expected result

The source appears with a Fresh status and no error indicator.

If you don't see this

Wait until Indexing finishes before testing the source.
Open an error state and correct an unreachable URL, unsupported file, or missing content.
Use a short FAQ as a controlled source if a large website or document is difficult to diagnose.

Customer questions

Which source should I add first?

Choose the smallest current source that answers a question your customers ask often.

Can I edit or replace it later?

Yes. Start small, verify the result in Playground, then add or revise sources as you find gaps.

Does Fresh mean every answer is correct?

No. Fresh means indexing finished. Test representative questions in Playground before customers rely on the source.

Common mistakes

Adding a large help center before proving one small, current source.
Testing while the source still shows Indexing.
Uploading conflicting or obsolete policy documents without deciding which one is authoritative.

You have completed this guide when

At least one trusted source appears in Knowledge base.
The source status changes from Indexing to Fresh.
You know which customer question the source should answer.

Troubleshooting

The source stays on Indexing.

Likely cause: The source is still processing or cannot be read completely.
Recovery: Wait for the status to settle. If it changes to an error, correct the source and add or re-index it again.

The source shows an error.

Likely cause: The URL is unreachable, the file is unsupported, or the content could not be processed.
Recovery: Open the source, correct the input, and retry. Use a short FAQ to verify the Knowledge base itself works.

The source is Fresh but answers are wrong.

Likely cause: The source may not contain the answer clearly or may conflict with another source.
Recovery: Ask a more specific question in Playground, inspect the cited source, and revise conflicting content.