Using Guru Chat and Deep Research

Guru Chat combines the familiarity of messaging with AI-generated answers based on your company's verified knowledge. Each conversation includes citations, feedback options, and explainability features to build trust in the responses you receive.

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Access Required

Chat is completely free during this early access period, so it's a great opportunity for your team to explore the functionality and see how it fits your workflows. Once we move to general availability, usage limits will apply.

🙋‍♂️We want to hear from you! Please share any feedback about your experience using chat and deep research in our survey 👉here.

What you can do with Guru Chat

Ask questions naturally: Type questions as you would to a colleague and receive AI-powered answers

• Get trusted responses: Every answer includes citations to source cards and verification status
• Conduct deep research: Use Research mode for comprehensive exploration of complex topics
• Create content: Generate draft cards directly from chat conversations
• Provide feedback: Help improve AI responses with thumbs up/down ratings

Starting your first chat

1. Navigate to the left hand navigation bar and select Chat.
2. Select a Knowledge Agent from the available options or use the default agent. Narrowing down your chat experience to a specific agent will give you a more curated search experience.
3. Type your question in the chat box and press Enter.
4. Your Knowledge Agent will respond with an AI-generated answer that includes:
   1. Source citations showing which cards informed the response
   2. Feedback buttons (thumbs up/thumbs down)
   3. An explainability option to understand how the answer was formed

Creating content from chats

Transform your chat conversations into structured knowledge with draft card creation.

Generating draft cards

Use natural language to request card creation:

"Create a card about this process" "Turn this into a troubleshooting guide" "Make a how-to card from our conversation" "User our X Card template to draft a Card"

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Tip

The word "draft" can be an overloaded term in context generation, so be sure to be specific about what you want to draft in Guru.

Using Research mode

Research mode enables deep, iterative exploration of complex topics beyond simple Q&A.

Enabling Research mode

1. Check if your Knowledge Agent has Research mode enabled (look for a Research toggle in the chat).
   1. If not, you'll need to enable research mode for the knowledge agent in the knowledge agent settings under Behavior.
2. Click the Research toggle to switch modes.
3. Type a detailed research question or topic in your next message. Guru will then craft a detailed research plan.
4. Review the plan and either:
   1. Click Confirm to start the research
   2. Click Revise to edit your original message and adjust the plan

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Note

• You must have Owner access to a Knowledge Agent to enable the use of research mode for that agent.
• Do to the detailed nature of a research request, it can take up to 30 mins to complete. Research continues even if you navigate away from the chat.

What can Research do?

Complex Analysis & Synthesis:

• Comprehensive reports:"Research our competitor landscape and create a detailed comparison of their pricing models, target markets, and key differentiators"
• Multi-source validation: "Investigate all customer feedback from the past quarter and identify the top 3 product improvement opportunities"
• Policy analysis: "Research our security policies across all departments and summarize compliance requirements for new vendors"

Cross-functional Investigation:

• Process optimization:"Analyze our customer onboarding workflow from Sales handoff through Support resolution and identify bottlenecks"
• Troubleshooting complex issues:"Research all known causes and solutions for login failures across our different authentication methods"
• Strategic planning: "Investigate market trends, customer needs, and our current capabilities to recommend new product features"

When to Use Research vs. Simple Q&A:

Simple Q&A: "What's our return policy?" or "Who's the account manager for Company X?" Research mode: Questions that start with "Analyze," "Investigate," "Compare," "Research," or "Create a comprehensive..." and require pulling together information from multiple sources to form a complete picture.

Frequently asked questions about Guru Chat and Deep Research

How do I know which sources a Knowledge Agent can access? Check the agent's configuration in your Admin settings, or ask the agent directly about its available sources.

Can I chat with different Knowledge Agents in Guru Chat? Yes. You can start a conversation with any Knowledge Agent—such as HR, IT, or Sales Playbook Agents—and seamlessly switch depending on your task.

Can I give give more context to users on what they can do in chat with a specific knowledge agent? Yes. You can add text explaining the purpose of the knowledge agent, as well as example questions to ask or things to note in the knowledge agent description. This will appear below the Knowledge Agent name on the main chat page. (Edit the description by clicking the ellipsis in the upper left of the Knowledge Agent settings)

Can I save or export chat conversations? Chat interactions are tracked for the individual on the left navigation bar of the Chat window in the web app. Questions that are identified will also be tracked in the Agent Center.

How does Guru Chat & Research support governance? Every chat and research interaction is logged in the AI Agent Center. Admins and experts can review conversations, retrain Knowledge Agents, and ensure high-consequence knowledge stays accurate and compliant.

Can I adjust the research plan before it runs? Yes. Guru shows the proposed steps first, so you can confirm or refine before execution.

Why did my research stop? Starting a new research plan with the same Knowledge Agent stops any previous research. Each agent can only run one research plan at a time.

What sources can Research Mode pull from? Guru's research can draw from any sources available to the Knowledge Agent you're conducting the research from. Sources such as Guru Collections, support tickets, uploaded files, and connected systems like Salesforce, Zendesk, Workday, or Confluence.

Can I turn off the chat feature? No, the chat feature cannot be disabled. Chat is designed as a natural extension of how people search for information - users often have follow-up questions after finding initial results, and chat enables this conversational flow to continue seamlessly.