Syncing a knowledge base

Syncing a knowledge base is how you capture content changes for a knowledge base. Once a knowledge base is created, the system automatically triggers an initial sync to make the information available for answering user queries. You can then perform regular syncs to apply the most recent updates and changes by either scheduling a sync or syncing an individual knowledge base. This ensures that the content of your knowledge base is up to date with its source before training. 

This article covers:

• How to sync a knowledge base
• How to create a sync schedule
• How to edit sync schedule
• Limitations of a knowledge base sync

Prerequisites for syncing a knowledge base

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Knowledge base created

How to sync individual knowledge base

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Knowledge Base.
3. Select a knowledge base you want to sync.
4. Below the knowledge base name, click Sync.
   The sync progress status will be shown:
   • Pending: System preparing to sync, connecting to source.
   • Fetching articles: Articles are downloaded from source. This happens via web sync or API call depending on the type of knowledge base connection selected by the user.
   • Indexing articles: Processing and formatting article content so that it can be searchable by ML model.
   • ML training pending: Improves the ML by including the latest data from coaching and your updated ML.
     The knowledge base will display any errors that occur during the syncing process. 
5. (Optional) Click Sync to redo the process or contact support for assistance.

How to create a sync schedule

You can create a sync schedule to ensure that your knowledge bases are updated automatically in accordance with your schedule. When creating a sync schedule, you can choose which knowledge bases to include. Inactive knowledge bases will be excluded from the sync. To sync an inactive knowledge base, you must activate it.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Knowledge Base.
3. On the Knowledge Bases tab, click Schedule Sync.
   A pop-up window will appear.
4. In the pop-up window, choose your preferences for these settings:
   • Start: Specify the desired start time for the sync process.
   • Time Zone: Select the appropriate time zone for the sync schedule.
   • Recurrence: Choose the frequency at which the sync should occur (daily, weekly).
   • Occurs on: Define the specific day/s on which the sync should take place.
5. Click Save Schedule.
   Note: If any errors occur during the syncing process, click on View errors to display the specific errors associated with the scheduled sync. You may click the Sync next to each error to redo the process individually.

How to edit sync schedule

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management and then Knowledge Base.
3. On the Knowledge Bases tab, click Edit next to Sync Schedule.
   A pop-up window will appear.
4. In the pop-up window, change these settings:
   • Start: Specify the desired start time for the sync process.
   • Time Zone: Select the appropriate time zone for the sync schedule.
   • Recurrence: Choose the frequency at which the sync should occur (daily, weekly).
   • Occurs on: Define the specific day/s on which the sync should take place.
5. Click Save Schedule.
   Note: If any errors occur during the syncing process, click on View errors to display the specific errors associated with the scheduled sync. You may click the Sync next to each error to redo the process individually.

Limitations of a knowledge base sync

• The sync task has certain time limits set up. The longest part of the task is creating the ML Index, which has a time limit of 30 minutes. If it takes more than 30 minutes to create the index, the task will fail and you will need to try again.
• Overall, the entire sync process (including fetching content, indexing, and training) should not exceed 1.5 hours in total.