Syncing a knowledge base

Syncing a knowledge base is how you capture content changes for a knowledge base. Once a knowledge base is created, the system automatically triggers an initial sync to make the information available for answering user queries. You can then perform regular syncs to apply the most recent updates and changes by either scheduling a sync or syncing an individual knowledge base. This ensures that the content of your knowledge base is up to date with its source before training.

Requirements for syncing a knowledge base

• Account owner or admin privileges; or relevant role/privilege
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Knowledge base created

Limitations of a knowledge base sync

• The sync task has certain time limits set up. The longest part of the task is creating the ML Index, which has a time limit of 30 minutes. If it takes more than 30 minutes to create the index, the task will fail and you will need to try again.
• Overall, the entire sync process (including fetching content, indexing, and training) should not exceed 1.5 hours in total. 

How to sync an individual knowledge base

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio and then Knowledge Library.
3. Select a knowledge base you want to sync.
4. Below the knowledge base name, click Sync.
   The sync progress status will be shown:
   • Pending: System preparing to sync, connecting to source.
   • Fetching articles: Articles are downloaded from source. This happens via web sync or API call depending on the type of knowledge base connection selected by the user.
   • Indexing articles: Processing and formatting article content so that it can be searchable by ML model.
   • ML training pending: Improves the ML by including the latest data from coaching and your updated ML.
     The knowledge base will display any errors that occur during the syncing process. 
5. (Optional) Click Sync to redo the process.

How to create a sync schedule

You can create a sync schedule to ensure that your knowledge bases are updated automatically in accordance with your schedule. When creating a sync schedule, you can choose which knowledge bases to include. Inactive knowledge bases will be excluded from the sync. To sync an inactive knowledge base, you must activate it.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio and then Knowledge Library.
3. Click the Settings tab.
4. Click Add sync schedule.
5. In the pop-up window, define the following:
   • Name: Enter a name for the schedule.
   • Sync Time: Click the calendar icon then select the desired date and time.
   • Time Zone: Select the appropriate time zone for the sync schedule.
   • Repeat: Select the frequency at which the sync should occur (daily, weekly).
   • Day of week: Define the specific days on which the sync should take place.
   • Select the knowledge bases to sync.
   • (Optional) Check the Set as default for future knowledge bases box if you want this schedule to apply automatically to new ones.
6. Click Add.
   Note: If any errors occur during the syncing process, click on View errors to display the specific errors associated with the scheduled sync. You may click the Sync next to each error to redo the process individually.

How to edit or delete a sync schedule

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Studio and then Knowledge Library.
3. Click the Settings tab.
4. Click the ellipsis icon next to the sync schedule toggle and select one of the following:
   
   • Edit: Make changes to the sync schedule.
   • Delete: Remove the sync schedule.