The agent in Customer service only reads the documents you give it. It quotes nothing else.
Choosing folders
- In the inbox's settings, go to Document access.
- Press Add folder.
- Browse the Shared folders in Documents — click the arrow to open a folder — and click the folder you want.
The agent may now search every document in that folder and its subfolders. Each folder is shown as a chip; the ✕ removes access.
Until you add a folder, the agent does not search documents at all.
Good folders to share
- Price lists and product sheets
- Terms of sale, delivery and returns
- Frequently asked questions
- User guides for your products
Keep internal documents — budgets, contracts, personnel files — in folders you do not share.
The phone too
The same folders are what the agent may look up while it answers the phone.