Knowledge Base connectors overview

Connectors synchronize files from external systems into a selected collection. After you configure a connector, Knowledge Base checks the selected folders on a schedule and adds new or updated supported files to the destination collection.

Google Drive and Microsoft SharePoint connectors use the same general synchronization model. Each connector type has its own setup and authorization process.

Before you begin

An administrator must enable connectors before users can add them to collections.

To enable connectors, open Settings > Feature activation and enable the supported connector options for the organization.

If connectors are not enabled, users cannot create Google Drive or Microsoft SharePoint connections.

Manage connectors

Review Manage connectors to add a Google Drive or Microsoft SharePoint connector, edit an existing connector, refresh connector information, or review synchronization history.

How connectors work

When you create a connector, you first choose the source platform:

• Microsoft SharePoint
• Google Drive

Then you choose:

• The source folders to synchronize.
• The destination collection.
• How often synchronization runs.

Knowledge Base performs an initial synchronization when the connector is created. Later scheduled runs retrieve new or modified files from the selected folders and their included subfolders.

Synchronized files appear in the destination collection, where users can search them, ask questions, and generate AI-powered insights.

How synchronized content is handled

Connectors retrieve supported files from the selected source folders and add them to one destination collection.

Folder hierarchies are not reproduced in the collection. Files from selected folders and included subfolders appear together in the collection document list.

During later synchronization runs:

• New files are added.
• Modified files are updated.
• Unchanged files are not processed again.
• Files deleted from the source remain in the collection.

When multiple source files have the same name, one file may replace another. Use unique, descriptive filenames to avoid unintended overwrites.

Permissions and access

Creating a connector requires access to:

• The external source system.
• The folders you want to synchronize.
• The destination collection.

Your organization may require an administrator to approve access before you can connect to SharePoint or Google Drive.

Connector access does not replace collection access. Users still need permission to open and work with the destination collection.

Things to know

• An administrator must enable connectors under Settings > Feature activation before users can add them.
• Enabling a connector makes the feature available. Users still need access to the source platform, selected folders, and destination collection. 
• Each connector synchronizes content into one destination collection.
• Selected subfolders are included in the synchronization.
• Deleting a source file does not delete its synchronized copy from Knowledge Base unless configured to do so.
• Connector limits can vary by source type.
• Large initial synchronizations may take time to complete.
• Search and AI-powered features become available after the synchronized files finish processing.
• Use unique filenames when synchronizing content from multiple folders.