Skip to content

Knowledge and Integrations

Codeer connects to your business in two ways:

  • knowledge the agent uses to answer well
  • integrations your team or product uses to run the workflow

Connected data is what turns an agent from a polite generalist into something grounded in your actual business rules.

For Consultation Desk, connected data usually holds things like:

  • consultation types and service definitions
  • routing rules and escalation boundaries
  • intake expectations
  • policy or handoff details that must stay consistent

Knowledge Base home with folders and connections

What this section helps you decide

There are really two decisions here:

  1. where to store the source material
  2. when you need an integration instead of just a hosted channel

The first decision happens in Knowledge Base. The second happens when you wire that material into Instructions, Attachments, the Knowledge Base tool, or an API-driven workflow.

Knowledge first, integrations second

The Knowledge Base area has two jobs:

  • Folders: where you organize the files the agent may use
  • Connections: where you review external accounts and connected sources

In practice, most operators spend most of their time in Folders.

For product or backend integrations, the split is:

  • API Access: issue keys and decide which workspace the integration should use
  • API Reference: implement the technical request flow

A practical rule for operators

Before you connect anything, ask:

  • Does this need to be followed on every turn?
  • Does this only matter in some conversations?
  • Is this source clean enough for an agent to read?

That usually points to the right home:

If the information is... Best home
Mandatory every turn Instructions or Attachments
Large reference material used only when relevant Knowledge Base tool
Still messy, duplicated, or full of noise Clean it first before connecting it
Something your own product or backend should execute API Access plus API Reference

Data is a managed snapshot

Connected files should be treated as managed copies, not magical live sync.

When a source document changes, review whether the connected version should also be refreshed.

In this section