The Content Hub is basically the "library" where your AI learns the information it needs to provide accurate and relevant responses. You can add content from your website, knowledge base, or custom answers to tailor the AI to your business needs.

This help file provides an overview on the Content hub and explains how you can add and manage content that the AI will use.

Before you start

  • The Content hub is part of our Chatbot and AI Assist features, so you must be on a pack that contains one of these features. For pricing, click here.
  • You’ll need to have access to Settings > AI > Content hub in your permissions.
  • If you don’t have access, you can request it from an Admin user within your business. 
  • You should have AI Instructions created to work with your Content hub. To find out more about Instructions, click here. 

01 Getting started

A well-developed Content Hub improves the quality of AI-generated responses by giving Smart Reply and the Ava Chatbot access to the most accurate and up-to-date information.

When you first start with AI, your Content Hub includes a Sample Policies library with 8 pre-written articles.

  • Review these articles to ensure they align with your business policies. To do this, go to Settings > AI > Content hub > click on the Sample Policies library there.
  • Expand the library by adding more pages, knowledge base articles, or custom answers. See section 02 below.

Tip: The more relevant content you add, the better your AI performs!

02 Adding content to the library

Click on the name of the Sample Policies library and click 'Add content'.

Material can be added in 3 forms:
  • Existing knowledge base
  • Custom content
  • External web page

Note: We can also add content using a Sitemap, which can save you time by eliminating the need to add individual external links. If you have a Sitemap, let us know and we can add it for you.

Existing Knowledge base

The Knowledge base option will connect any existing Knowledge bases to the Content hub so they can be used by the AI for both the Chatbot and the Smart Reply feature. 

A dropdown containing all libraries will be displayed. Once selected, all articles belonging to that Knowledge base will be added to the Content hub library as individual items. 

Once added, you can click on an article to see a preview of it and choose whether it should be published or unpublished in the Content hub.

Custom content

The custom content is the simplest way to add material. It is a free text field and can be updated at any time. Simply enter text for the AI to use. Here are some guidelines for creating formatted and hyperlinked text in your custom content.

Please note, once saved, custom content may take up to 15 minutes to be ready for the AI to use.

Content will be published by default but can be unpublished by deselecting the Published toggle. If unpublished, the Name will still be displayed on the list of articles, but it will not be used by the chatbot and an X will be displayed under the Published column.  

External web page


The URL of the page and the source content selector of the section you want to include must be added.
Generally, adding the word body to the Source content selector field will be enough, but if you know how to inspect elements of your website and want to add specific CSS selector for a text element, you can do that too. 
Once added, the system will automatically pull the content from the source and store it in our system. 

03 Creating a library from scratch

To get started, go to Settings > AI > Content hub > Add library.

Give the library a title. This will appear in the list of Content hubs you create and will be used when selecting which Content hub to use in your Instructions. For more on Instructions, click here. 

You can then add content to your new library as described in section 02 above.

04 Adding your Content hub library to the Instructions

If you're using the Sample Policies library and Sample Instructions provided in your account, your Content Hub is already linked to your Sample Instructions.

If you’ve created a new library in your Content Hub, you’ll need to assign it to your Instructions:

  1. Go to Settings > AI > Instructions.
  2. Click on the Instructions you want to use with the new Content Hub.
  3. Under Content Hub Libraries, select the library you want to link to these Instructions.
  4. If you want the Content hub to be used by the Smart Reply feature, select the Channels you want it to be used on.

04 Using the Content hub with AI

Once the Content hub has been populated and added to Instructions, it’s ready to use by your AI.

For Smart Reply, the content will be used for any Instructions with the specific channels and Content hubs selected. No more set-up is needed.
For more on the Smart Reply feature, click here. 

For the Chatbot, the AI node - Have a conversation with Ava -  is required in the flow to use your Content hub and once this node is added, you can select the Content hub you would like to use with it.
For more on creating the chatbot and building flows, see Creating and editing Chatbots.

04 Updating and deleting articles 

Finding Content in the library
If your Content hub has a long list of content articles, you can use the Search field to quickly find the one you want to view, update, or delete. Click on the name of your Content hub to view the articles that are in it.  At the top of this page is the Search field.
The Search field.
Into the Search field, type part of the content name. For example, type "ret" to display articles with names like "What is your return policy?" or "Are your pretzels gluten-free?". Then hit Return on the keyboard to display a list of articles that match the search term. To redisplay the full list of Content articles, select the X in the Search field.
The X in the Search field.
Updating an Existing Knowledge base
To edit a Knowledge base article that is in the Content hub, click on the name of the article and in the preview you will see a link to 'Edit knowledge base article'. Once saved in the Knowledge base, it will be automatically updated in the Content hub. 
Note: You cannot edit a Knowledge base article directly inside the Content hub itself.
Screenshot highlighting the name of the article and the Edit Knowledge Base article button.
Updating Custom content
To edit Custom content, you simply click on the name of the article, edit it directly in the Content hub and hit 'Save'.
Updating an External web page
To edit an External web page, you need to do this at the source (ie. within the web page itself). Once it is updated at the source, you must manually click on the name of the external content in the Content hub and then click 'Refresh content' which will trigger the system to pull the new content in.

Bulk updating and deleting External web pages
If you have updated a number of pages on your website, you can bulk update by clicking into your Content hub, selecting the articles you want to refresh and clicking on the 'refresh external content' button. Please be aware that refreshing all your pages may take some time.

To delete pages, choose the 'Remove content' option instead.

Note: If any Knowledge base articles are in the bulk selection, they will not be deleted. They must be managed from within the Knowledge base section itself. 

Further readings

Learn more about AI Instructions here
Learn more about Smart Reply here
For a full overview of the chatbot see here
To see all of our AI features, click here