You can now star a knowledge document to tell Aide it is a preferred answer. When a starred article, help center page or macro is one of the matches for a customer's question, Aide ranks it higher, so your best article on a topic wins over an older or thinner page that says something similar.
How it behaves
- A preference, not a pin: a star only lifts a document that already matches the question. A starred refund policy does not show up in answers about shipping, and a starred document Aide judges irrelevant to the question is still left out.
- A tie goes to the star: when Aide finds a starred and an unstarred document equally relevant, it uses the starred one first.
- Read whole: Aide usually reads only the passages of an article that match the question. When the starred article it ranks first for a reply is short (up to about 1,500 words), Aide reads the whole article instead, so a size chart or a policy with several cases is answered from all of it, not from the two sections that happened to match. A longer starred article is read as before. One starred article per reply is read whole.
- Imported documents too: articles written in Aide and documents imported from a help center, website or helpdesk can all be starred. The star is kept in Aide, so the next sync does not remove it, and starring changes nothing in the original. Store products can be starred through the API; the catalogue page has no star yet.
- Knowledge sets still apply: an agent or a scenario that answers only from some sources never sees a starred document from another source.
- Applies at once: starring takes effect on the next answer; the document is not indexed again.
- Find them: the star button in a knowledge source's list shows only its starred documents. Star a document from the top of the document, or from its row in the list (the star shows when you point at the row).
Also in this change
- Duplicate articles count once: when the same text is in your knowledge twice (an article imported from two places, or copied into another source), Aide treats it as one document, so the copy no longer takes the place of a different article in the answer. If either copy is starred, the one Aide uses counts as starred. Only exact copies are merged; two articles that differ by a word are still two documents. Store products are never merged.
For developers
- Knowledge documents (list and detail) gain
isStarred.PATCH /v1/knowledge-documents/:idacceptsisStarred, andGET /v1/knowledge-documentstakes astarredfilter (trueorfalse). POST /v1/knowledge/searchranks by match only: a star changes the answers Aide writes, not the search results the API returns.