Your KnowledgeOwl 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 in the right place, but by every customer who asks a relevant question, automatically.

Your team spent months building a KnowledgeOwl library. The articles are thorough, well organised, regularly updated. And yet your support inbox is still full of questions those articles answer - because customers do not search before they ask. They ask your agent, your agent does not know, and the ticket gets created anyway. Connect KnowledgeOwl to Outlearn and your agent draws from those articles every time a relevant question comes in. The library stops being a resource customers could use and starts being something that works on their behalf.

In this article, you'll learn:

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

What Gets Connected

When you connect KnowledgeOwl, Outlearn syncs your articles and documentation 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 KnowledgeOwl

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 KnowledgeOwl.
5. Log in to your KnowledgeOwl 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, KnowledgeOwl 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 KnowledgeOwl content.
• Toggle the source off temporarily if you're doing a large restructure of your content - this prevents your agent from serving outdated answers while you work.
•  a manual resync after publishing a major batch of updates to make sure your agent picks them up immediately.