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Knowledge folders provide searchable documentation, wikis, and resources that power agent responses in Slack. Scope folders to specific channels or agents, sync automatically from multiple sources, and test responses before deployment.

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What you can do

  • Connect documentation from Slack, Notion, Google Drive, Confluence, Coda, Guru, Zendesk, and websites
  • Organize content into folders scoped to specific channels or agents
  • Test agent responses using the chat panel
  • Sync content automatically or on-demand
  • Archive outdated content while preserving it for reference

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Creating a knowledge folder

Knowledge folders organize your imported content and control how agents access it through channel and agent scoping.
1

Navigate to Knowledge

Click the Knowledge tab in the left navigation.
2

Create a folder

Click the Create button to add a new knowledge folder.
3

Configure folder settings

Set your folder name.

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Adding documents

1

Open your folder

Navigate to a knowledge folder. Documents can only exist within a parent folder.
2

Add documents

Click Add Documents in the top right corner.
3

Select your source

Select your knowledge source and complete the authentication flow to grant Ravenna access.

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Searching across folders

Use the search bar on the Knowledge page to find folders and documents together from a single query, without opening each folder first.
  • Searching from the Folders tab matches both folder names and document titles across every folder in the workspace.
  • Each result shows whether it is a folder or a document, and which knowledge folder owns it.
  • Selecting a document result opens the document directly; selecting a folder result opens the folder with your search term preserved, so you can keep narrowing inside it.
  • Filters and sort apply to folder-only browsing. While a search is active, results use the search ranking instead.
Use root-level search to jump straight to a specific runbook or policy when you don’t remember which folder owns it.

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Knowledge sources

Ravenna supports multiple knowledge sources to help you centralize your organization’s information:

Slack

Import messages and threads from your Slack channels.

Notion

Sync your Notion pages and databases.

Google Drive

Import documents from Google Drive.

Confluence

Sync your Confluence spaces and pages.

Coda

Import your Coda documents and pages.

Guru

Sync your Guru cards and collections.

Zendesk

Import Zendesk Help Center articles.

Website

Import content from public websites.

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Testing your knowledge

Test agent responses using the chat panel before deploying your knowledge to production.
1

Open the chat panel

Click Chat in the top right of the KB Documents screen.
2

Ask questions

Ask questions related to your imported content to see how agents respond.
3

Refine content

Update source documents based on test results, then sync to validate improvements.
Use the chat panel to validate agent responses before scoping knowledge to channels or agents.

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How search works

Agents use hybrid search to find relevant content:
  • Semantic search: AI embeddings understand query meaning and context, finding conceptually similar content even without exact keyword matches.
  • BM25 keyword search: Traditional text search finds exact matches and specific terminology.
  • Hybrid ranking: Results from both methods combine and rank to surface the most relevant documents.
This dual approach handles both conceptual questions and specific keyword queries.

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Scoping knowledge

Control which channels and agents can access specific knowledge folders.
Restrict knowledge to specific Slack channels for targeted support.
1

Open folder settings

Navigate to your knowledge folder’s Details panel.
2

Disable global access

Turn off the Knowledge to all channels toggle.
3

Select channels

Select the specific channels that should have access to this knowledge.
By default, knowledge folders are accessible from any channel where agents are present.
Channel and agent scoping work together. An agent can only access knowledge if both the channel and agent have the appropriate permissions.

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Syncing and monitoring

Knowledge folders sync automatically once every 24 hours by default to keep content up-to-date.
1

Open folder details

Navigate to your knowledge folder and view the Details panel on the right.
2

Adjust auto-sync

Toggle auto-sync on or off in the Auto-sync section.
Sync timing is randomized within each 24-hour period to distribute load.
Trigger a manual sync to immediately update your knowledge base with the latest content from your source. Click the Sync button in the top right of your knowledge folder.Manual syncs run a full resync: every document in the folder is re-fetched and re-extracted from the source, regardless of whether it changed. Use this when source updates are not yet reflected in Ravenna or when a previous auto-sync missed a change.
Monitor the status of your knowledge folder syncs in real-time:
  • Sync state badge: View the current sync status in the folder’s Details panel
    • Done: Sync completed successfully
    • In Progress: Sync is currently running
    • Queued: Sync is scheduled to run
    • Errored: Sync encountered an error
  • Progress indicator: Track sync completion percentage for large imports
  • Last sync timestamp: See when the folder was last successfully synced
  • Documents synced count: View how many documents have been imported
Sync progress updates automatically - no need to refresh the page to see the latest status.
When a sync fails, Ravenna provides detailed error information to help you resolve issues:
  • Error messages: View specific error details in the folder’s Details panel under “Sync state”
  • Common errors:
    • Authentication expired: Reconnect your integration to restore access
    • Source unavailable: The source content or service is temporarily inaccessible
    • Permission denied: Ravenna no longer has access to the content
    • Content not found: The source document or page has been deleted or is inaccessible
  • Automatic retry: Failed syncs are automatically retried during the next scheduled sync
  • Manual retry: Click the Sync button to immediately retry a failed sync
  • Document preservation: If a document disappears from the source, Ravenna marks it with an error but doesn’t delete it from your knowledge base to protect content your bot depends on
If a sync error persists, check your integration connection and ensure Ravenna still has the necessary permissions to access your content.

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Managing documents

Ravenna preserves the organizational structure from your source systems:
  • Preserved organization: Original folder and page structures from services like Notion or Confluence are maintained in Ravenna.
  • Easy navigation: Navigate the knowledge base using the familiar structure from your source system.
  • Automatic updates: When documents are moved or reorganized in the source service, the hierarchy updates during the next sync.
This mirroring approach ensures your knowledge base feels familiar and maintains the organizational logic you’ve already established.
You can edit documents directly in Ravenna only when they were created in Ravenna. Documents synced from an external integration (Notion, Google Drive, Confluence, Coda, Guru, Zendesk, Slack, or a website) are read-only in Ravenna, and the Edit button is hidden on their detail view.To change the content of an externally-synced document, update it in the source system and wait for the next sync — or trigger a manual sync to pull the change in immediately.
This keeps Ravenna and the source of truth in sync. Edits made in Ravenna would be overwritten on the next sync from the external source.

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Knowledge gaps

Knowledge Gaps is currently in private Beta and enabled for selected customers. Reach out on Slack or in-app chat to request access.
The Gaps tab on the Knowledge page surfaces topics where your agents could not find an answer. Each gap is a cluster of similar tickets, ranked by severity and 30-day trend, so you can prioritize what to document next. Emerging topics and cluster lifecycle are maintained automatically each week.
Learn more about Knowledge gaps

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Archiving documents

Archive documents and folders to exclude them from agent responses while keeping them in your knowledge base for reference.
  • Selective exclusion: Archive specific documents or entire folders to prevent them from being used in agent responses.
  • Preserved structure: Archived content remains in your knowledge base for reference but won’t influence agent answers.
  • Cascade archiving: When you archive a parent folder, all child documents and subfolders are automatically archived.
  • Smart sync behavior: During auto-sync, new documents added to archived folders in your source system are automatically archived in Ravenna.
  • Easy recovery: Unarchive content anytime to make it available to agents again.
Archiving is useful for:
  • Outdated documentation that’s no longer relevant.
  • Deprecated processes or procedures.
  • Sensitive information that should be retained but not actively used by agents.
  • Historical content that needs to be preserved for compliance.
Last modified on July 27, 2026