RRecords Labs Help Center

Your first week

When you open Knowledge → Home for the first time, a Get started card lists three steps: connect your first source, set who can see what, and publish to your Help Center. A smaller copy sits in the sidebar, just above your name, until you finish or dismiss it. Dismissing it in one place hides it in both. This article spreads those three steps over a week and adds the things around them.

Day 1: Set up your account

  1. Open the menu under your name at the bottom of the sidebar and choose Account settings.

  2. On the Profile tab, set your display name and add a photo.

  3. On the Security tab, add an authenticator app for two-factor sign-in. Owners and admins are required to use it. Unless your organization has turned passkeys off, you can also add a passkey here so you can sign in with Face ID, Touch ID, or Windows Hello.

  4. Look around. New chat, Projects, Creations, Knowledge, Help Desk, and Analytics are in the sidebar. The life-buoy button next to your name is Help and support: the docs, a chat with the Records Labs support team, and your support requests.

Day 2: Connect your first source

  1. Go to Knowledge → Sources and choose Add knowledge.

  2. Pick the kind: Add a website (the whole site, or only the exact pages you paste; a sitemap-only option is under Advanced), Upload files (from your computer or a list of file URLs), or Import media to transcribe audio and video files or YouTube.

  3. Set access for the source when the wizard asks. You can change this later.

  4. Watch progress on the Sources Activity tab. Each run shows what was read and anything that failed.

Business systems such as an ERP or CRM connect under Settings → Connectors. Website crawls and syncing are included in your plan and do not use credits. Reading files does, wherever the file came from: PDF pages, images, and audio or video transcription.

Day 3: Ask questions

  1. Click New chat and ask something you know the answer to.

  2. Open the citations under the answer and check them against the source.

  3. Try a question you expect to fail. A good answer here is "I don't know" with a note about what is missing.

  4. Browse Knowledge → Library to see every item you have added and search across it.

Day 4: Set who can see what

  1. Go to Knowledge → Access & policy. This completes the second step on the Get started card.

  2. Review the sensitivity levels. Standard knowledge can be used in answers and published if you choose. Confidential knowledge is restricted to named agents and people and is masked in the widget. Highly sensitive knowledge is excluded unless explicitly granted, and every access is logged.

  3. Check Default policy by source. It lists the defaults each source and connection gives new items, so they land with the right level. The table is read-only. To change a source's defaults, open the source in Knowledge → Sources and use its Access tab.

  4. If some people should only see some knowledge, create teams under Settings → People → Teams and use them in access rules.

Day 5: Invite your team and create an agent

  1. Go to Settings → People → Members and choose Invite member. Give each person a role. Most people start as User (ask and read) or Contributor (add and draft).

  2. Open Agents from the menu under your name (Admins and Owners see it) and choose New agent. Name it, pick the knowledge it may use, choose a model or a Council, and save.

  3. Ask the new agent a few questions in Chat and compare its answers to the default.

Day 6: Write and publish

  1. Go to Knowledge → Notes and create a note. Write it for the person who will read it.

  2. Open Sharing & classification on the note and set its external channels to Public or Signed-in customers if it is meant for the Help Center.

  3. Approve the note. Drafts cannot be published.

  4. Create your Help Center under Help Desk → Help Center → New Help Center. It gets its own address right away; a custom domain can come later.

  5. Back in the note, the Help Center card lists your sites. Choose Publish. This completes the third step on the Get started card.

If you want customers to chat as well as read, set up the website chat widget under Help Desk → Channels.

Day 7: Check usage and set guardrails

  1. Open Settings → Plan & Usage → Usage. You will see where credits went this period and who used the most.

  2. Turn on Low-credit alert and set the percentages for Usage warnings. The 90% and 100% alerts always send.

  3. Decide whether to turn on Auto-reload credits so answering never pauses. It needs a saved card and a monthly spend cap.

  4. Look at Analytics. Every member can see My usage; admins see the organization views.

What to do next

  • Add the sources people actually ask about most. Support tickets and sales questions are a good guide.

  • Write notes for the tribal knowledge that lives in people's heads. Those are the answers no document has.

  • Work through the queue in Knowledge → Review each week: AI drafts, submissions from your team, and items flagged as stale or duplicate.

  • Stuck? Open Help and support at the bottom of the sidebar to search the docs or chat with our team.

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