Knowledge

Knowledge is a space for collecting and managing various materials—such as documents, files, and websites—that the ALF can reference.

• Not only articles and FAQs, but also Excel and PDF files can be registered as knowledge, making it easy to add necessary information without having to write it directly into a document.

• Filtering conditions can be set for each piece of knowledge, allowing for precise control over which material the ALF references depending on the situation.

We will introduce the structure of the knowledge for better utilization. The Knowledge Center is composed of Folders and Knowledge Items.

• Folders

  • This is a unit that allows you to create multiple folders based on purpose or topic to group and manage knowledge items.

  • In each folder, you can write a reference description or set filtering conditions to control different knowledge references depending on the situation.

• Knowledge Items

  • This refers to the actual reference material within a folder, and it can be registered in various formats, such as articles, Excel files, etc.

  • Each knowledge item can have its reference status set individually, and only specific items can be utilized when necessary.

We will provide you with detailed instructions on how to create and manage new folders. You can create folders in the Knowledge tab, and you can individually set detailed parameters such as the filtering conditions that the ALF will reference and the services it will operate for each folder.

➊ Go to [Al → Settings → Knowledge] and select [Create Folder] in the upper right corner

➋ Go to [Al → Settings → Knowledge] and select [+Add] in the upper right corner → choose [Folder]

You can also create a subfolder by clicking [+Add] in the upper right corner of an already created folder. You can create up to 5 levels of folders.

You can set the following items in detail within the Folder Settings.

• Name: Enter a name to distinguish the folder.

• Reference Description: Describe the situations where this folder’s knowledge should be referenced. This helps ALF understand when to use it.

• Filtering: Set filtering conditions based on customer or chat information. The knowledge in this folder will only be referenced for customers who meet these conditions.

• Target Services: Specify which integrated services this folder applies to.(e.g., Channel Talk messages, Kakao Talk consultation, Naver TalkTalk, Phone, Instagram, LINE)

You can register new knowledge by clicking the [+Add Knowledge] button in the upper right corner of [AI → Settings → Knowledge].

When you create a space in the Document tab, it is automatically added to the Knowledge Center as well.

• Only published (public) articles and FAQs within the space are uploaded to the Knowledge Center, and the ALF uses this public content to generate responses.

• The creation and modification of articles can only be done in the Document tab, and in the Knowledge Center, you can only view the registered articles and FAQs in read-only mode.

ALF Reference Settings can only be set at the Space level.

• Space ALF Reference ON: References public articles and FAQs within the Space.

• Space ALF Reference OFF: Does not reference any articles or FAQs within the Space.

You can configure "Reference all languages" from the three-dot menu in the top right corner.

• All Language Reference Settings ON: Even if a document does not have a translated version, ALF can automatically recognize the customer's inquiry language and respond.

• All Language Reference Settings OFF: ALF will only refer to and respond with documents that have a translated version in the corresponding language.

When you register a website URL, ALF crawls the pages of the active website and uses the collected content as knowledge. Any publicly accessible URL—such as your company website, external guides, or policy pages—can be used as ALF knowledge.

1. Go to [AI → Settings → Knowledge → Add Knowledge] and select Website.

2. Enter the website URL and an optional name.

   • When a URL is entered, ALF automatically discovers and collects subpages under that URL.

   • You can register up to 3 website URLs.

   • Up to 3,000 subpages can be collected per URL.

3. If needed, adjust the collection scope using Advanced Settings

4. Check the Website Collection Status

   • The more pages collected, the longer the processing time may take.

5. ALF starts referencing the website only when the page status is Complete.

   • You can exclude unnecessary pages by turning off the ALF Reference option.

Website content is captured based on the state at the time of registration and is not updated automatically. If the website content changes, please use Re-import to update it.

• In the Knowledge list, click More (...) → Re-import on the website item.

• Re-import can be executed once every 2 hours, and processing may take some time.

Website registration may fail in the following cases:

• Pages that require login or have access restrictions (security, authentication, etc.)

• Websites with too many pages (e.g., large e-commerce sites) or infinite scrolling structures

• Non-standard page structures that are difficult to crawl (e.g., Notion published pages, div-based links)

• Temporary network or collection errors

After checking the issue, try Re-import once more.If the problem persists, we recommend registering the content using other methods such as Document or PDF upload.

Through Advanced Settings, you can directly control the collection targets. Generally, website information is collected normally with basic settings alone. Please use Advanced Settings only when there are issues with automatic collection or when you need to exclude or add specific pages.

• Additional URLs: You can directly specify and add pages that were not automatically collected.

• Exclusion URLs: You can designate internal or test pages that ALF should not refer to as Exclusion URLs.

• Page Element Specification: You can more precisely set which information ALF should refer to and which to exclude within a webpage. Page Element Specification is an advanced setting that requires an understanding of webpage structure (CSS), and its use is recommended only when specific elements are incorrectly collected or omitted.

• You can upload an Excel file (.xlsx) containing ALF reference information and select the folder it belongs to.

• Once the upload is complete, the file will be generated in the Knowledge Center as a read-only preview.

• If the file includes multiple sheets, you can view the content of each sheet separately.

• ALF Reference:

  You can turn the ALF reference status On/Off for each Excel file.

• Reference Description:

  Please enter a Reference Description detailing the situations in which ALF should refer to the file. If the file contains multiple sheets, write the description specifically so that ALF refers to a particular sheet depending on the situation.

  • Examples:

    • Refer to the {Inventory by Product Code} sheet when checking inventory by product.

    • Refer to the {Exchange Rate Info} sheet when a currency calculation is required.

• You can upload PDF files of 10MB or less.

• Images, tables, and layouts within the PDF will not be recognized; only the text content can be referenced by ALF. Image recognition and other non-text features are planned to be supported in future updates.

• ALF Reference: You can On/Off whether ALF references each PDF file individually.

• Folder:

  • Click the three-dot menu (⋮) on the right to [Edit], [Copy Link], or [Delete].

  • You can only delete empty folders that contain no folders or knowledge items inside. Recovery after deletion is not possible.

• Knowledge:

  • Click the three-dot menu (⋮) on the right to [Move], [Copy Link], or [Delete].

  • You can only delete knowledge items excluding documents (e.g., Excel, PDF). Recovery after deletion is not possible.

1. You can filter knowledge based on the ALF Reference status (On, Off). The filtering will remain active even if you navigate to other pages and return.

2. You can also search by the title of the knowledge item or folder.

• Page Elements to Exclude: This allows you to exclude areas that ALF should not refer to from the collection target. You can hide information unnecessary for answers, such as advertisement sections or internal-only notices. Example: .advertisement-section

• Page Elements Requiring Click Action: UI elements that expand only when clicked, such as tabs, dropdowns, or accordions, may not be collected automatically. In such cases, if you specify these elements using CSS selectors, ALF will automatically click and collect them in their expanded state. Example: .accordion .tab-content

• Loading Wait Elements: If some parts of a page load slowly, causing content to be omitted, you can specify these elements using CSS selectors. ALF will then wait until these elements appear on the screen before collecting the webpage information. Example: .lazy-element #main-hero-image

Since the method for specifying page elements can vary depending on the webpage structure, it is recommended to always check the actual collection results after applying the settings.

• The input value must be a valid CSS selector, and only forms recognizable by the document.querySelector() function can be used.

• Entering multiple classes consecutively without spaces acts as an AND condition.

  • Example: .spreadPanel.header.title selects elements that have all three classes: spreadPanel, header, and title.

• Using a comma (,) between CSS selectors can represent an OR condition.

  • Example: .title, .description selects elements with either the title or description class.