Connecting BOSSdesk to Knowledge Management
The BOSSdesk knowledge integration syncs published knowledge base articles and their attachments from your BOSSdesk instance into the Rezolve.ai Knowledge Base. The Virtual Agent can then use them to answer questions and link back to the article.
This page covers the BOSSdesk-specific setup. For the wizard, sync status, bounced files, and other functions that all integrations share, see Knowledge Integrations.
Prerequisites
- A BOSSdesk instance at
https://<subdomain>.bossdesk.io. - A BOSSdesk user account that can read the knowledge base. A dedicated service account is recommended.
- Optionally, a BOSSdesk API key for that account.
- Knowledge Management admin access in the Rezolve.ai console.
Step 1: Create the BOSSdesk integration
- In the Rezolve.ai console, go to Knowledge Management → Knowledge Integrations.
- Click Add Integrations and select BossDesk.
1a. Connection setup
Enter a Title for the integration. Then either choose an existing BOSSdesk connection or select Create New Connection and enter these details:
| Field | Description | Example |
|---|---|---|
| Name | A descriptive name for the connection | BOSSdesk KB |
| Username | The integration account's username | svc_rezolve |
| Password | The integration account's password. Required even when you use an API key. | |
| Domain | Your BOSSdesk subdomain only, without https:// or .bossdesk.io | actransit for https://actransit.bossdesk.io |
| API Key | Optional. When provided, the API key is used for authentication. |
1b. Content selection
Content is organized into one or more content sets. In each content set:
- Expand the Articles folder.
- Tick the whole folder to sync every published article, or tick individual articles.
- To limit who can get answers from this content set, open the ⋮ menu, turn on Restrict Access, and choose Restrict by Audience.
1c. Configuration
Under Sync Details, set the Frequency (daily, weekly, or monthly), Start Time, Timezone, and Schedule Start Date. Optionally turn on Subscribe to Sync Reports and add User Subscribers. Then click Save.
What gets ingested
| Content | Details |
|---|---|
| Articles | Published articles only. Drafts are skipped. |
| Inline images | Kept and shown with the answer |
| Attachments | Supported attachments are ingested as separate knowledge items: .pdf, .doc, .docx, .txt, .rtf, .md, .ppt, .pptx, .msg, and archives |
Excel and CSV attachments are not ingested. Files over 25 MB are bounced.
Each article keeps its title, article number, category, and last-updated time. Answers link to https://<subdomain>.bossdesk.io/knowledge_base/articles/<id>.
Sync behavior
| Behavior | Details |
|---|---|
| First sync | Full ingestion of the selected articles |
| Later syncs | Incremental. New and updated articles are ingested, and deleted or unpublished articles are removed. |
| Throttling | Rate-limit and temporary server errors are retried automatically |
Access control
Access comes from the Audience set on each content set. BOSSdesk article permissions are not inherited.
Troubleshooting
| Symptom | Likely cause | Resolution |
|---|---|---|
| No articles are listed | Wrong Domain, username, or password | Enter only the subdomain, and check the credentials |
| Articles appear with titles like "Article 12" | The BOSSdesk API couldn't be used, so article pages were read directly | Check that the account has API access, or add an API Key |
| An article fails with a login-page error | The account can't read that article | Grant the account access to the article |
| Draft articles are missing | Only published articles are synced | Publish the article in BOSSdesk |
Next Steps
- Manage syncs, logs, and bounced files in Knowledge Integrations
- Set up audience targeting