Setting up Knowledge Triggers

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Access Required

• Available on All-in-One and Enterprise plans.
• You must be a Collection Owner or Author to create a Knowledge Trigger.
• You need at least Read Only access to view a Knowledge Trigger.

Understanding how Knowledge Triggers work

• Triggers are tied to a specific domain or URL. Create a new Trigger for each domain where it should appear.
  💡 Tip: For best performance, limit to fewer than 50 Triggers per domain.
• Triggers activate when specified text or fields appear on the page.
  • Not supported on live chat or dropdown field selections.
  • Share feedback via Guru Community Product Feedback.
• Trigger logic follows a natural format: “If [word] is near [other word], then show [Guru Card].”
• Triggers are workspace-specific and visible only to users with permission to the attached Cards.
• If no Group is selected, the default audience is All Members.
• Check for existing Triggers by opening the Guru extension and clicking the Suggestions (⚡️) icon.
• Each Trigger can display multiple Cards.

Accessing all Knowledge Triggers

In the web app

1. Click Manage > Collections > Knowledge Triggers.
2. Click + Create new trigger or select the pencil icon to edit an existing Trigger.

In the browser extension

1. Open the Guru browser extension.
2. Click the Suggestions (⚡️) tab.
3. Select Knowledge Triggers and choose Create New Trigger or click an existing one to edit.

Creating and editing a Knowledge Trigger

1. Enter a Trigger name. This field is required.
   • Optional: Add a description to explain the trigger’s purpose. Users will see this when the trigger activates.
2. Enabled on: Enter the domain or specific URL where the trigger should activate.
3. Visible to: Select Groups that can see the Trigger. Groups must have access to at least one of the assigned Cards.
4. Choose display style:
   • Icon only (subtle), or
   • Card title and description (appears as a panel).
5. Define conditions in "When this text" field:
   • Type the keyword or phrase to monitor on the page.
   • Select:
     • Is anywhere on the page, or
     • Is near a second piece of text for more specific logic.
   • Click + Require another condition (advanced) to build complex rules using AND logic.
6. Assign Cards to display:
   • Click + Add Cards.
   • Use the search bar to find and select Guru Cards.
   • Click a Card title to view it or click once to add.
   • When finished, click Save.
   • To remove a Card, click the trash can icon next to its title.
7. Click Save to activate the Knowledge Trigger.

When triggered, the Guru extension icon displays a yellow dot. A notification (icon or panel) appears, and users can click to view the assigned Cards.

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Note

If a user lacks access to all assigned Cards, the Trigger will not appear. If the user has access to at least one assigned Card, the Trigger will display, showing only the viewable Cards.

Managing and tracking Knowledge Trigger usage

To manage Triggers:

1. In the web app, go to Settings > Knowledge Triggers.

The table includes sortable columns:

• Name – Trigger title
• URL – Domain or URL where the trigger activates
• Visible to – Groups the trigger is visible to
• Attached Card(s) – Number of Cards assigned
  • If you don’t have access to a Card, it will appear as “# Card you do not have access to”
• Created by – Creator of the Trigger
• Date Created – When it was created
• Last triggered – Last activation date

Pinning a Card to a specific webpage

1. As a Collection Owner or Author, go to the webpage.
2. Open the Guru extension and locate the Card.
3. Click the Share button in the Card's top-right corner.
4. Under More Ways to Share, click 📌 Pin Card to page for all users.

The Card will now automatically appear for users (with access) when they visit that page.

Frequently asked questions about Knowledge Triggers

What happens if a Card in a Trigger is archived or deleted?
The Trigger remains active, but the archived or deleted Card will not appear.

• The Suggestions tab still reflects the condition.
• The Trigger dashboard shows “1 card you do not have access to.”
• In the editor, a message appears: “There are Card assignments you are unable to view based on your permissions.”

Can I assign files from external sources to a Knowledge Trigger?
No. You can only assign Guru Cards.

• If your workspace syncs with Zendesk, Salesforce, or Confluence, those synced Cards can be assigned.
• Suggest this feature via Product Feedback.