Your Freshworks content exists because someone took the time to document the answers. Connecting it to Outlearn means those answers get used - not just by customers who happen to search your help center, but by every customer who asks a relevant question, automatically.

Every solution article in Freshworks got there because an agent answered the same question enough times to write it down - organised into folders and categories so the next agent could find it fast and drop it into a reply. That system works well for agents. It works less well for customers, who rarely browse a help center before opening a ticket. So the same questions your team already solved keep coming back in as new tickets, each one needing an agent to either retype the answer or hunt down the right article to paste in. Connect Freshworks to Outlearn and your agent pulls from those solution articles directly, answering the question before a ticket needs to exist. The help center stops being a reference agents dig through and starts being something that works on its own.

In this article, you'll learn:

• What happens when you connect Freshworks
• How to connect your Freshworks account
• How to manage the connection after it's set up

What Gets Connected

When you connect Freshworks, Outlearn syncs your help center articles and uses them as a source of answers for your agent. Your content stays exactly where it is - Outlearn reads it, it never modifies or moves it.

How to Connect Freshworks

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Knowledge Base in the left panel.
4. Select Freshworks.
5. Log in to your Freshworks account when prompted and authorize Outlearn to access your content.
6. Follow the on-screen steps to select which content to sync and set accessibility.

After Connecting

Once connected, Freshworks will appear in your Sources list. Outlearn will keep it in sync automatically as your content changes.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu if you want to force an immediate update.
• Delete the connection using the three-dot menu if you no longer need it.

Best Practices

• After connecting, check the Content Gaps section in Analytics after a few days to see what questions your agent still can't answer from your Freshworks content.
• Toggle the source off temporarily if you're doing a large restructure of your help center - this prevents your agent from serving outdated answers while you work.
• Run a manual resync after publishing a major batch of updates to make sure your agent picks them up immediately.