Find a document by what it says, and see where it was used

Most document lists can only match titles. That works while you remember what you called a file, and fails the moment you remember a sentence instead. The Knowledge page searches the text inside your documents.

Searching inside

Type into the search box on the Knowledge page. You get two sets of results: documents whose names match, and, under Inside your documents, passages whose text matches, each shown with the sentence that matched. Clicking a passage opens that document and scrolls straight to the words you searched for, highlighted, so you are not left scrolling a forty-page handbook to find your own quote.

The search covers your own documents and any company library you are a member of. It deliberately leaves out the public knowledge sources your plan may include, so a search for your refund policy returns your refund policy rather than thousands of entries from a shared reference set. This page has no way to search those sources; on a plan that includes them, a chat can still look things up in them when your question calls for it.

Seeing where a document was used

Open any document and there is a What it has affected section. It lists the answers that cited it: which conversations, how many answers in each, and any crew runs that drew on it. Answers served through the Knowledge API are counted too. In the list itself, the Used in column (on a phone, the line under the name) gives the count at a glance, or says Never used.

This runs in the opposite direction to the usual question. Every document already tells you where it came from. What it has affected tells you what it changed, which is the thing you actually need when you are deciding whether a document still matters, or working out where a wrong number came from.

You only ever see your own work here. If a colleague cites a document of yours in their own conversation, that conversation does not appear for you, and neither does a count of it.

Knowing what a chat will do with a file

Each document also says what chats do with it on your plan. A document in a project is read by chats in that project and can be cited. A document that is not in any project is findable here, and on some plans it is not read in a chat until you add it to a project. The document says which case it is in, rather than leaving you to guess why an answer ignored a file you added.

When a project holds more than a chat can read

A chat reads a limited amount of a project's files in each reply. A project that fits is read in full. Once a project grows past that limit, a chat searches its files for each question and uses the passages that match, citing each one, and says when it did not find the answer in the project's documents rather than guessing. The Files tab in project settings shows when a project is searched this way, and a document's page in Knowledge says so too.