When to use this
- You created an article in the Cloud Chat Help Center, synced it, and it didn't show up in ClaudIA's Content
- You edited an article and ClaudIA keeps answering with the old version
- You have a Help Center in more than one language and only some of the articles came through
First things first: what type is your source?
On the "Conteúdos > Origens" (Content > Sources) screen there are two types of source, and they behave differently:
| Type | What it's for | Path Filter |
|---|---|---|
| CloudChat Help Center | Help Center created inside Cloud Chat itself | Doesn't exist for this type |
| External sources (web) | Any website or public FAQ outside Cloud Chat | Exists and restricts what gets read |
If your Help Center was created inside Cloud Chat, the source has to be of the CloudChat Help Center type. In that type, the "Filtro de Caminho" (Path Filter) and "Rotas para ignorar" (Routes to ignore) fields don't even appear — so they are not the reason the article didn't come through.
The real causes, in the order worth checking
1. The article is still a draft
The sync reads published articles only. Drafts and archived articles don't exist in the public version of the portal and never make it into the knowledge base.
How to check: open the article in the Help Center and confirm that it was Published — saving is not enough.
2. The article's language is different from the source's language
A CloudChat Help Center source imports one language at a time, set in the source's "Idioma" (Language) field.
And the article's language isn't chosen by whoever writes it: it comes from the category the article was created in (or, if it has no category, from the portal's default language).
How to check: look at which category the article ended up in and what language that category uses. If it differs from the source's language, the article won't come through.
Help Center in several languages: create one source per language. A single source won't bring in the whole portal.
3. The source points to another portal
The synced portal is identified by the address segment in the source's "URL Inicial" (Initial URL). If you have more than one Help Center, check that the Initial URL is the one for the Help Center where the article was created.
Articles cannot be moved between Help Centers. If the article was created in the wrong Help Center, you need to recreate it in the right one and delete the original.
4. The sync hasn't run yet
Each source has its own cadence (daily, weekly or monthly) and a set time. Publishing the article does not trigger the sync right away.
To bring the content in immediately, use the "Sincronizar" (Sync) action on the source's row, under "Conteúdos > Origens" (Content > Sources).
5. The last run failed
Still under "Conteúdos > Origens" (Content > Sources), look at the source's "Status" column (Synced, Error, Canceled) and the "Última sincronização" (Last sync) date. An error on the last run explains a knowledge base that's frozen in time.
Quick checklist
- Is the article published?
- Does the language of the article's category match the source's "Idioma" (Language)?
- Does the source's "URL Inicial" (Initial URL) point to the right Help Center?
- Did you run "Sincronizar" (Sync) after publishing?
- Is the "Status" of the last sync Synced?