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Knowledge Sources give Cora access to your company’s documentation, help center articles, internal playbooks, and other reference material. When a user asks Cora a question, it searches these sources and uses the most relevant content to provide accurate, grounded answers, in both chat conversations and agent workflows. You can add sources at two levels:
  • Tenant-level — applies across all customer organizations (for example, your product docs)
  • Customer organization — specific to a single customer (for example, a customer-specific onboarding guide)

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Supported Source Types

  • Website — paste a URL and Cora automatically crawls the site, indexing up to 200 pages. Great for public docs sites and help centers.
  • PDF — paste a link to a hosted PDF. Cora fetches and indexes the full document.
  • Google Drive — pick files directly from Google Drive using the built-in file picker. Supports Google Docs, Sheets, Slides, PDFs, Word documents, and plain text files. Requires the Google Drive integration to be connected first (Settings > Integrations).
  • Zendesk Help Center — one-click import of all published articles from your Zendesk Help Center. Requires the Zendesk integration to be connected first (Settings > Integrations).

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Adding a Knowledge Source

1

Navigate to Knowledge Sources

Go to Settings > Knowledge Sources (for tenant-wide sources) or open a customer organization and click the Knowledge Sources tab.
2

Add a new source

Click Add Knowledge Source.
3

Select source type

Select a source type:
  • Website — paste the starting URL
  • PDF — paste the PDF link
  • Google Drive — select files from the picker
  • Zendesk — no additional configuration needed
4

Set Visibility and Citations

  • Set Visibility — choose whether the source is Customer-facing or Internal only
  • Toggle Citations on or off — controls whether Cora can include links from this source in its responses
5

Add the source

Click Add Source.
Cora begins processing the source immediately. Depending on the size of the content, this may take a few minutes. You’ll see a Processing indicator while it’s working, which changes to Processed when complete.

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Tenant vs Customer Organization Sources

Sources added at the tenant level (via Settings > Knowledge Sources) are available across all customer organizations. This is the right place for your product documentation, general FAQs, and company-wide resources. Sources added to a specific customer organization (via that org’s Knowledge Sources tab) are only used when Cora is working in the context of that customer. Use this for customer-specific materials like onboarding guides, custom playbooks, or account-specific documentation. Both levels work together. When Cora answers a question for a customer organization, it searches both tenant-wide and org-specific sources.

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Managing Sources

Each knowledge source appears as a card in the list, showing its type, status, and metadata. Available actions:
  • Toggle Citations — turn citation links on or off at any time without re-processing the source
  • Refresh — re-crawl or re-sync the source to pick up content changes. Knowledge sources do not auto-refresh, so use this after updating your docs or help center.
  • Delete — permanently remove the source and all of its indexed content. This cannot be undone.
The source URL and type cannot be changed after creation. To point to a different URL, delete the source and add a new one.

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Visibility and Citations

Each source has two independent controls that determine how Cora uses it. Visibility
  • Customer-facing — Cora uses this source when responding in any context, including customer-facing channels
  • Internal only — Cora only uses this source when responding in internal channels. Content from internal sources is never surfaced to customers.
Citations
  • When enabled, Cora may include links to specific pages or articles from the source in its responses
  • When disabled, Cora still uses the content for context but will not link to it
These settings can be combined independently. For example, you might have a customer-facing source with citations disabled if you want Cora to use the content but not share the links.

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Tips

  • Start with your docs site or help center — adding your main documentation as a website source gives Cora a strong foundation for answering product questions
  • Use Google Drive for internal resources — playbooks, enablement docs, and internal wikis work well as Drive sources
  • Refresh after major content updates — since sources don’t auto-sync, click Refresh when you’ve published significant changes to your documentation
  • Processing time varies — a single PDF processes in seconds; a large docs site with hundreds of pages may take a few minutes
  • Use visibility to control access — keep competitive intel and internal pricing docs as Internal only, and product documentation as Customer-facing