Google Drive

Pick Google Drive folders, and their files become knowledge your agents can answer from. Subfolders are included. Files stay in Drive: we keep only the text needed to search them.

Connect

Go to Settings → Integrations and click Connect Google Drive.
Sign in with the Google account whose folders you want to sync, and allow read-only access.

Everything syncs as that account, so it must be able to open the folders you pick.

Pick folders

Go to Knowledge, then Drive folders → Add folder.
Browse My Drive or a Shared Drive, search by name, or paste a folder link.
Choose the area the folder's knowledge belongs to. Only people and agents allowed in that area can see it.
Click Add folder. The first sync starts straight away.

What syncs

Google Docs, Sheets and Slides. Sheets keep all their tabs.
PDF, Word, Excel, PowerPoint, CSV, Markdown and text files.
Audio and video recordings, which are transcribed.

Other types (images, Forms, Drawings, shortcuts) are skipped and counted on the folder.

Documents up to 100 MB and recordings up to 1 GB / 4 hours are synced. Larger files are skipped.

Staying up to date

Each folder syncs about every hour. Click Sync now to sync it straight away.

Edited files are re-read.
Files you delete, trash, or move out of the folder are removed from the knowledge base.

A synced document follows its file. To remove one, remove it in Drive or remove the folder. To change who can see it, change the folder's area.

Troubleshooting

"That link isn't a folder this Google account can open" Share the folder with the connected Google account, or pick another folder.

A folder shows "Unreachable" The connected account can no longer open it: it was deleted, moved to the trash, or unshared. Restore it or share it again, then click Sync now. Or remove the folder. Nothing is deleted while a folder is unreachable.

"Too large for Google to export" Google can't export very large Docs or Sheets. Download it as .docx or .xlsx and upload it instead.

"Google Drive needs reconnecting" Click Reconnect in Settings → Integrations. Syncing pauses until you do; your knowledge stays.

Disconnect

Disconnect stops syncing and removes all knowledge that came from Google Drive. Your files in Drive are untouched.