Connecting Knowledge Sources
Access Required
You must be an Admin of a Guru workspace on an All-in-one or Enterprise plan with the Answers feature enabled to connect sources.
Guru's Answers feature combines your team's verified knowledge with the capability of generative AI to deliver trusted answers to questions on demand. Secure natural language processing interprets the meaning of a question and searches across any connected application your company uses to provide one answer.
To link a source
- Navigate to Manage > Sources.
- Identify to the source you'd like to connect and follow the prompts to authenticate the application.
- When setting up Slack as a source specifically, you will be prompted to select a Slack channel to connect. The Guru Slackbot must be invited to the channel. Type /invite @guru in the Slack channel and press Enter to invite it.
- Define what content you want to sync into Guru.
- Specify which Guru Groups should have access to the content once synced.
- Guru will send a confirmation email when the initial sync is complete. This will also be indicated in the web app when you see the Sync status change from "Initializing" to "Synced."
Managing permissions with linked sources
There are two things to consider when it comes to permissions and sources:
- The user account used to authenticate when connecting the source to Guru. This user needs to have permission to the content you would like to connect.
- The Guru Groups you grant permission to use this content as a source. This setting defines who will be able to use those sources to answer the questions they ask in Guru.
Tip
Level of access (ie. Admin access, etc.) required to establish the connection varies by application. If you're unsure what level of access you need, contact us at [email protected]
Viewing the linked source details
- Click the caret to the right of the source's name to open its details.
- Click the vertical ellipses ("⋮") to the right of the folder's name to open the Options menu.
- Click Show details.
- Review the connected source information including Source, Synced attribute, Set up by (the Guru user who created the link, not necessarily the same username as the external source user they authenticated as), Last sync attempt (Date and time), and Attempt status ("Syncing" or "Synced").
Deleting the linked source
- Click the caret to the right of the source's name to open its details.
- Click the vertical ellipses ("︙") to the right of the folder's name to open the Options menu.
- Click Delete source.
- Confirm the permanent deletion of the source by clicking Delete. Click Cancel to return to the previous view.
Why Connect Different Sources
File & File Storage Repositories
Guru customers are connecting their file storage tools as sources to Guru to find information found in the assets included in the repository. Customers can also connect individual files.
Think: I want to know about X topic.
Example questions to ask:
- What is our policy?
- How does X functionality work?
- How do I complete X process?
CRMs
Guru customers are connecting their CRMs as sources to Guru to find customer and account data like renewal date, plan, revenue, point of contact, contact information, account history, etc.
Think: I need to know a quick fact about a record and don’t want to dig around in Salesforce for it.
Example questions to ask:
- What is the stage of the X customer opportunity?
- Who is the account owner for X customer?
- Which plan/edition is X customer on?
- What is X customer revenue type?
This video walks through a sample of Enterprise AI Search in a CRM tool
Support or Internal IT Ticketing Tools
Guru customers are connecting their customer support and ITSM ticketing tools as sources to Guru to find information that may be in the content of a ticket like troubleshooting processes, reported issues, language used, etc.
Think: I want to know about the handling of a specific situation.
Example questions to ask:
- What’s the error on the feature?
- How do I process a task i.e. cancellation?
- How have we handled situation/topic?
- Is there a reported issue with topic?
This video walks through a sample of Enterprise AI Search in a ticketing tool.
Project Management or Software Development Tools
Guru customers are connecting their project management and software development task tools as sources to Guru to find factual information about a project like timelines, due dates, and tasks.
Think: I need to know the status of work or project details.
- Example questions to ask:
- What is the status of XYZ in project?
- When is the due date of XYZ in project?
- Is task list name complete?
- What is X project about?
This video walks through a sample of Enterprise AI Search in a project management tool.
Slack
Guru customers are connecting Slack as sources to Guru to find information that may be in the content of a thread from the past 90 days.
Think: I want to know what was discussed related to topic.
Example questions to ask:
- How does X functionality work?
- Where are we on X project?
- What are the troubleshooting steps for X situation?
- When/what/where is our announcement topic?
Source Credential Details
The flow for setting up a source is the same, but there are some nuanced differences depending on what type of tool you are looking to connect. As you follow the above instructions, see here for any additional details.
Aha
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your team domain | Comments, Features, Products, Tasks, Users |
Airtable
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Airtable credentials | Specified tables |
Asana
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Asana Credentials | Projects, Stories, Tasks, Users |
Azure DevOps
| What you'll need | Objects we sync | Notes |
|---|---|---|
| An Azure Personal Access Token | Workitem, Project, Comment, Member, Team |
Basecamp
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Basecamp subdomain | People, Projects, To Dos, Comments |
Bitbucket
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your workspace ID | Issue, Repository, Comment, Member |
Box
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Select “Read Only” Permissions, Your Box Credentials | Files located in the specific folders you select |
Confluence
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Confluence credentials and read access to the space you want to sync | Page content for the designated space |
Clickup
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Clickup credentials | Comments, Spaces, Tasks, Teams, Groups, Users |
Dixa
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Dixa API Key | Conversation, Message, Agent, Note |
Dropbox
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Dropbox Credentials | Files located in the specific folders you select |
File Upload
| What you'll need | Objects we sync | Notes |
|---|---|---|
| FIle(s) stored locally | Most common file types supported |
Freshdesk
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Freshdesk subdomain | Agents, Companies, Conversations, Tickets, Replies, Notes |
Freshservice
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Freshservice credentials | Ticket, Conversation, Agent |
Front
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Front credentials | Conversations, Inbox, Account, Message, Teammate, Event, Team |
Gitlab
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Gitlab credentials | Issues, Projects, Comments, Users, Groups, Notes |
GitLab Repository
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Gitlab credentials | Code Repositories |
GitHub Issues
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Github username and fine-grained personal access token | Issues, Repositories, Comments, Users | The GitHub source allows Guru's GenAI search, Answers, to search across your Issues within GitHub and use the content in Issues to answer user questions. At this time, it does not include the ability to search across code repos or the GitHub wiki. Follow these instructions to generate a token which you'll need to use when setting up the source. |
Github Repository
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Github credentials | Code Repositories |
Github Wiki
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Github credentials | Articles from designated GitHub wiki |
Gladly
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Gladly subdomain | Conversations, Tasks, Customers, Agents, Teams, Inboxes, Comments, Notes |
Google Drive
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Google Drive Credentials | Files located in the specific folders you select |
Google Sheets
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Google Drive Credentials | Specific pages of sheets that you select | This will link existing live Google Sheets, not .xlsx files. |
Gorgias
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Your Gorgias subdomain | Tickets, Messages, Users, Teams |
Gong
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Gong credentials | Gong Transcripts |
Guru's Help Center
| What you'll need | Objects we sync | Notes |
|---|---|---|
| N/A | Articles from Guru's Help Center |
Helpscout
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Help Scout credentials | Conversations, Mailboxes, Threads, Users, Teams, Members |
Hive
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Hive API Key | Task, List, Activity, User, Group |
Hubspot
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - API Access - Available in all Hubspot CRM editions per the Hubspot API documentation page [https://developers.hubspot.com/apisbytier] - Access is controlled via a Private App defined in Hubspot - Admins configure the Private App within Hubspot including all scopes and data access - Guru utilizes the Private App via an API key provided in the integration installationNote: on the first screen in the setup process, you will need to input your Hubspot Tenant ID in the "Enter your CRM's subdomain" field. You can find your tenant ID in Hubspot in the dropdown on the upper right hand side (see below). | Companies (Accounts), Pipelines (Stages), Owners (Users), Deals (Opportunities), Notes, Tasks |
Hubspot Ticketing (Service Hub)
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - API Access - Available in all Hubspot Service Hub editions per the Hubspot API documentation page - Access is controlled via a Private App defined in Hubspot - Admins configure the Private App within Hubspot including all scopes and data access - Guru utilizes the Private App via an API key provided in the integration installation | Tickets |
Intercom
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Intercom Credentials | Companies, Conversations, Users |
Intercom Articles
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Intercom Credentials | Articles |
Ironclad
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Ironclad domain | Workflows, Users |
Jira
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Jira domain | Projects, Issues, Users, Comments |
Jira Service Management
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Jira subdomain | Projects, Issues, Comments, Users |
Kustomer
| What you'll need | Objects we sync | Notes |
|---|---|---|
| API Key | Conversations, Users, Companies, Notes, Messages |
Linear
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Linear credentials | Tickets, Users |
Notion
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Notion credentials | Pages you specify |
OneDrive
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - Read only permission - OneDrive credentials | Files located in the specific folders you select |
Pivotal Tracker
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Pivotal API Token | Story, Project, Comment, Users, Epics, Memberships |
Rally
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Rally API key | Artifact, Project, Conversation, Users, Iterations, Releases, Milestones |
ReadMe Docs
| What you'll need | Objects we sync | Notes |
|---|---|---|
| ReadMe API key | Articles from your ReadMe Guide | Does not include API Reference docs. Please use File Upload to load your Swagger/OpenAPI spec |
Re:Amaze
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Re:amaze subdomain | Conversations, Messages |
Salesforce
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - API Access - Available in the following editions per Salesforce Help Page - Enterprise Edition - Unlimited Edition - Developer Edition - Performance Edition - A valid Salesforce User with API Access enabled can be used to access the API, per the Salesforce Developer site | Account, Opportunity, Notes, Stages, Tasks, Users, Custom Objects |
Salesforce Service Cloud
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - API Access - Available in the following editions per Salesforce Help Page - Enterprise Edition - Unlimited Edition - Developer Edition - Performance Edition - A valid Salesforce User with API Access enabled can be used to access the API, per the Salesforce Developer site | Cases |
ServiceNow
| What you'll need | Objects we sync | Notes |
|---|---|---|
| ServiceNow subdomain | Tasks, Customer Accounts, Journals, Users, Incidents, Cases, Requests, Problem |
Sharepoint
| What you'll need | Objects we sync | Notes |
|---|---|---|
| “Read only for non-admin users” permissions Sharepoint credentials | Files located in the specific folders you select |
Shortcut
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Shortcut API Key | Epics, Stories, Workflows, Iterations, Projects, Groups |
Slack
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Slack credentials | Messages in designated channels from the last 90 days |
Tip
Consider also turning on Suggested Answers in Slack, so your team can access all connected content in Guru within their workflow in Slack
Smartsheet
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Smartsheet credentials | Designated table - you’ll be prompted to select the title column |
Spotdraft
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Client id & Secret (from Spotdraft’s team) | Contracts, Notes, Users |
Teamwork
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Teamwork subdomain | Tasks, Projects, Comments, People, Task Lists |
Trello
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Trello credentials | Cards, Comments, Boards, Members, Organizations |
Wrike
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - Wrike subdomain - API Access - All editions of per Wrike's pricing page - A valid user is required to access the API | Comments, Tasks, Folders, Accounts, Users, Groups |
Zendesk
| What you'll need | Objects we sync | Notes |
|---|---|---|
| - Zendesk credentials - API Access - All editions per Zendesk Pricing page - Any valid Zendesk user can access the API | Tickets, Users, Accounts, Comments |
Zendesk Guide
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Zendesk subdomain, Zendesk API Token | Articles from designated Zendesk guide | You can designate which brand and which languages (multi-select) you'd like to sync. |
Zoho Bug Tracker
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Zoho credentials | Bugs, Projects, Comments, Users, Bugs |
Zoho Desk
| What you'll need | Objects we sync | Notes |
|---|---|---|
| Zoho credentials, Org ID | Tickets, Accounts, Comments, Agents, Teams, Conversations, Threads |
Frequently Asked Questions about connecting sources for Guru Answers
What other apps can I let Guru source content from?
Guru connects several different kinds of applications: document repositories, knowledge bases, wiki's, project management, support tools, CRMs, marketing and developer tools. Guru continues to build out this area of our product and wants to hear from customers what sources we should connect next. Contact Guru's team at [email protected]** to tell us exactly what apps you'd like to connect Guru to and we'll take it from there.
How frequently does Guru connect with sources used for search?
The Guru user who links a new source will receive an email notification the first time Guru has completed indexing the source.Guru links with all of your workspace's connected sources looking for edits and new content periodically throughout the day. This process can take anywhere from 3 to 6 hours depending on the source and the amount of data you're asking Guru to index. Depending on when you reference the "Sources" page, you will notice the linked source in a "Synced" or "Sync in progress" state.
How does Guru prioritize which sources to use when multiple sources are connected?
Guru doesn't prioritize any content source over others; it searches for relevant content and, of that subset of relevant content, generates an answer.
What happens when the admin who connected the source leaves the organization?
To avoid any disruption in suggested answers, we recommend having a different admin, with the same permissions at the source, delete the current linked source and re-connect the source to Guru again. Learn more about what happens when a user is removed in Guru.
Can Guru users belonging to other workspaces in our organization see source files?
It depends. If the user is a member of the source connected to at least one of the workspaces in their Guru organization, the user's permission in the connected source will determine what files they see as a source in a suggested answer in their workspace.
Updated about 20 hours ago