Training your AI Agent

AI Agent in Desk can be trained to provide more accurate and helpful answers by feeding it with trusted content from your workspace. Training ensures that your AI Agent (customer-facing) and AI Copilot (agent-facing) have access to the right knowledge sources when responding.

Currently, there are three main ways to train the AI Agent:

1. Uploading Documents
2. Scraping from web
3. Your help center articles

1. Uploading Documents

You can upload documents directly into the Knowledge section. These documents will be parsed and used privately to train the AI.

• Supported file types: PDF (.pdf) and Word (.docx)
• Maximum file size: 30 MB per file.

Upload parsing usually completes in a few minutes. Files are private to your workspace and not visible to customers.

For best results, the files you upload should be text-based (not scanned images), formatted in a single-column layout, and free of any encryption or password protection. This ensures that the system can parse the content quickly and accurately.

Once uploaded, the content is available instantly for the AI Agent and AI Copilot.

2. Importing from URLs

Instead of uploading files, you can provide a URL, and Desk will scrape content from that site. This is useful for websites, documentation pages, or blogs.

Crawling process:

• Enter a URL to begin scraping
• The system will list discovered links
• You can choose which pages should be included in training

Crawler Capabilities

• Handles dynamic content (JavaScript-rendered sites, PDFs, images)
• Manages proxies, caching, and rate limits automatically
• Outputs clean structured data
• Caching: Pages are cached for 2 days. If a cached copy is fresh, it will be reused.
• Sync options: You can set the content to refresh weekly or monthly.
• Training speed: Depending on the number of URLs, training may take a few seconds to a couple of minutes.

You can also remove URLs later if you no longer want them to be part of AI training.

3. Using Help Center Articles

Your Help Center content can also serve as a knowledge base for the AI Agent. While creating or editing an article, you can choose whether to include it in AI training.

On the right panel, you will see an option to enable or disable the article for AI training.

Summary

By combining documents, website content, and help center articles, you can create a strong foundation for your AI Agent. This ensures that your customers receive accurate, up-to-date, and helpful responses—reducing support load and improving customer satisfaction.