Add knowledge sources
Teach Pengo Intelligence from your website, help center, files, Q&A, snippets, Shopify, Notion or Google Drive, and keep every source in sync.
On this page
Pengo Intelligence only answers from what you add in Knowledge. Add your website and help center first, then fill the gaps with files, Q&A and snippets. Each website in your workspace has its own knowledge.
#Add a source
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Go to Intelligence Knowledge and click Add knowledge.
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Pick a source type, then fill in its details.
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Under Who it’s for, choose who may get answers from it. Under Where it’s used, pick channels to limit it to, or leave them all unselected to use it everywhere.
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Click Start learning for a website or help center, or Add for the others.
The source appears under Sources with its status, such as Finding pages…, Learning · 12 of 40 and then Ready.
#Source types
| Type | What Pengo learns | Notes |
|---|---|---|
| Website | Your site’s pages | Pengo reads your sitemap and follows links on your domain. Choose Pages to learn, from 25 up to 1,000 pages. |
| Help center | Your help articles | Works with Zendesk, Intercom, Freshdesk and Help Scout. Paste your help center’s home page. Zendesk centers are read through their public API. |
| Single page | One page, kept up to date | Useful for a pricing or shipping page. |
| File | One document | PDF, Word (.docx), Markdown, text or CSV, up to 25 MB. Text PDFs only, not scans. |
| Q&A | An exact answer to a question | When someone asks this, or something very close, this answer is used first. Add Other ways people ask to catch rephrasings. |
| Snippet | Text you write | Policies, notes, anything not on your site. Markdown headings, lists and tables are kept. |
| Shopify catalog | Products, prices, stock and policies | Every active, published product with its variants, plus your store policies and pages. Connect your store in Settings Integrations Shopify first. |
| Notion | Pages you share with Pengo | In Notion you choose which pages Pengo may read. Only those are learned. |
| Google Drive | Docs, Sheets, PDFs and Word files you pick | Pengo only ever sees the files you pick. |
If Notion or Google Drive shows Coming soon, that connector isn’t available for your workspace yet.
#Who it’s for
| Option | Used for |
|---|---|
| Everyone | Answers to anyone. Can be linked as a source. |
| Verified customers | Only customers whose identity is verified. See Identity verification. |
| Team only | Never used with customers. Agent drafts and reviews only. |
#Training limits and refresh
Your plan sets how much text Pengo can learn and how often sources refresh on their own. Training content is counted in pages of text of 2,500 characters each.
| Plan | Training content | Files | Automatic refresh |
|---|---|---|---|
| Starter | 200 pages | 5 | None: sync by hand |
| Team | 5,000 pages | 50 | Monthly |
| Business | 25,000 pages | 500 | Weekly, and checks your sitemap for new pages |
| Plus | 25,000 pages | 500 | Weekly, and checks your sitemap for new pages |
| Enterprise | Unlimited | Unlimited | Daily |
The Training content meter at the top of the Knowledge page shows what you’ve used. When a sync reaches the limit, the source shows Stopped at your plan’s page limit. Remove some knowledge or upgrade to learn more. See Plans and limits.
Pages that haven’t changed since the last sync aren’t processed again.
#Sync a source again
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On the source’s card, open the menu (the three dots).
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Click Sync now. While it runs, the same menu shows Stop sync.
You can also open a source with Settings and pages and click Sync now there.
To change the schedule for one source, open Settings and pages and choose under Keep in sync: Plan default, Daily, Weekly, Monthly or Only when I sync. Your plan sets the fastest schedule, so a faster choice than your plan allows runs on your plan’s schedule.
Q&A and snippets don’t sync: they change when you edit them.
#Choose which pages are learned
For a website or help center, open Settings and pages and use Which pages:
- Only pages that…: learn only matching pages.
- Never pages that…: skip matching pages.
- Each rule can be Starts with (for example
/blog), Contains (for exampledocs) or Matches a pattern (for example/help/*/articles/*). - Up to: the most pages to learn, up to 5,000.
- Test a URL tells you whether a page would be learned, and why not.
Click Save. Pengo re-syncs the site with the new rules and removes pages outside them. Pages in the last sync lists each page and its status, such as Learned, Blocked by robots.txt or Over the page limit.
#Turn off or remove a source
- Turn off: use the switch on the source’s card. Pengo keeps the content but doesn’t use it in answers.
- Remove: open the menu on the source’s card (the three dots), click Remove, then confirm. Pengo stops using everything it learned from that source. This can’t be undone.
#Other tabs
- Documents lists every page, file, snippet and Q&A Pengo learned, so you can search them, turn single items off, edit snippets and Q&A, or remove an item.
- Q&A lists your exact answers.
- Test console, next to your sources, uses the same engine as live chat. Ask what a customer would ask and see the reply.
With more than one website, Copy to other websites in a source’s menu copies it to your other sites.
Common questions
How often does Pengo re-read my website?
It depends on your plan. Team refreshes monthly, Business and Plus weekly. On Starter, sources update when you click Sync now. You can always sync by hand.
Can I upload scanned PDFs?
No. Pengo reads text PDFs only. Scanned pages are images, so there's no text to learn from. Paste the text into a snippet instead.
Does a source on another domain work?
Yes. A help center or docs site often lives on another domain. Pengo shows a note so you can check it's the right website, then learns from it.
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