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Google Drive

Use Google Drive when the source material already lives in docs, sheets, PDFs, or working files that your team maintains there.

For Consultation Desk, Google Drive is often a good source for service menus, routing tables, callback policies, and internal SOP documents.

Core flow

  1. Open Knowledge Base.
  2. Choose the folder that should receive the material.
  3. Click Add File.
  4. Choose the Google Drive option.
  5. Authorize the account you want to use.
  6. Select the files that should become part of this folder.

What to connect first

Start with the smallest file set that can noticeably improve the agent.

Good first candidates:

  • one clean service definition file
  • one routing or escalation reference
  • one callback or handoff policy document

Before you select files

Ask yourself:

  • Is this file still current?
  • Is it written clearly enough for an agent to use?
  • Would a human operator trust the agent to cite it?

If the answer is no, clean the file before you connect it.

When the source changes

If a Drive file changes in a way that matters to the agent, refresh the connected copy on purpose. Do not assume the connected version is already updated just because the original file changed.

After the files are connected

Once the files are in the folder:

  1. add the folder to the agent's Knowledge Base tool
  2. write a precise When to Use
  3. test with real user questions