Import webpages and external help centers
Choose the right external source type, avoid duplicate authority, verify imported content, and define maintenance ownership.
Humind Knowledge can add a Webpage, Document, Gorgias Help Center, or Zendesk Help Center source in addition to authored articles and snippets. Imports can accelerate setup, but only when the company knows which system owns updates and how imported content will be reviewed.
This guide provides a source-selection and quality workflow. It intentionally avoids claiming a refresh schedule or import result that the current interface does not guarantee to every company.
How this fits into Humind
Knowledge is the maintained source of non-catalog information used by Humind. Articles, snippets, imported webpages, documents, and external help-center sources have different ownership and visibility rules. Choose a source type that matches how the information will be maintained.
Public, published articles can also be projected into a Helpdesk. Snippets remain operational guidance rather than public Helpdesk pages. Keeping one authoritative source for each policy reduces conflicting answers and makes updates auditable.
Before you start
Access: Knowledge write access is required to add and manage imported sources. Access to the external system may also be required to verify ownership and content.
- Identify the canonical external source and its owner.
- Inventory similar Humind articles, snippets, webpages, documents, and prior imports.
- Choose a review sample that includes headings, lists, links, tables, and time-sensitive content.
Step-by-step workflow
Choose the source type
Open AI Agent, Knowledge, choose New content, and select Webpage when a web page remains the canonical source, Document for a maintained file, or the corresponding Gorgias or Zendesk Help Center option for those systems. Use Article when Humind should own the authored content going forward.
Do not import a whole system because the option exists. Start with content required by the supported Agent journeys.
Prevent duplicate authority
Search Humind for the same policy, product explanation, and title. Decide whether the import replaces an existing source, supplements it for a distinct audience, or should not proceed.
When ownership moves, use a reviewed unpublish or replacement process. Do not leave both the old Humind article and the imported version active with slightly different facts.
Add the source and inspect the result
Follow the current form for the selected source type. After Humind processes or displays the source, inspect title, structure, links, media, language, dates, and any text that should remain private. Check the Knowledge status shown for that source.
Imported or managed types can have lifecycle behavior tied to their source. Do not assume every field or status is edited like a native article.
Test representative questions
Use Playground to ask direct, paraphrased, ambiguous, and edge-case questions from the imported material. Review whether the answer uses the correct source and whether an older Knowledge item competes with it.
If content is public Helpdesk documentation, confirm whether a native public article or source projection is the supported public route before promising that the imported item will appear as a Helpdesk page.
Define ongoing ownership
Record who updates the external source, who checks Humind after a source change, and what event triggers review. Include link failures, policy dates, external platform migration, and content deletion.
Run periodic searches for duplicate titles and stale source states. A successful first import is not a permanent quality guarantee.
Permissions and important caveats
- The available source type does not guarantee every external page or formatting pattern imports perfectly.
- External Help Center integrations and ticketing-provider availability are separate product concerns.
- Imported sources can remain private or have managed states depending on type; verify the item itself.
- Never import credentials, private staff content, or customer personal data into shared Knowledge.
Verify the result
Use this checklist before considering the work complete:
- One canonical source and owner are documented for every imported topic.
- Representative structure, links, language, and time-sensitive facts are correct in Humind.
- No competing Knowledge item produces a different answer.
- Review triggers and the response to external source changes are assigned.
Troubleshooting
The imported result is incomplete
Compare the exact source and supported source type, identify missing structure or access restrictions, and use a native article for critical content that cannot be represented reliably.
The Agent uses the older Humind article
Search all source types for duplicate authority, decide which system owns the policy, unpublish or update the obsolete source through review, and test a fresh conversation.
The external content changed but Humind did not
Review the current source status and supported refresh workflow for that item. If timing is not guaranteed, update or replace the source through the documented process rather than assuming immediate synchronization.