When it acts
- A document is created or edited
- The question is not covered by the help center
Connect Google Drive and stop maintaining docs twice
Half of what your team knows lives in a Drive document, not in the help center. With Drive connected the agent reads those documents and answers from them, with nobody moving them anywhere.
What it solves
What never made it to the help center
Every team has a document with the procedure only three people know, never published because publishing was work. With Drive connected, that document answers tickets as it stands. Half of a team knowledge stops being out of reach of whoever is on support.
What it solves
One single source to maintain
The problem with copying documentation into the help center is not the copying: it is that from then on there are two, and one goes stale. You edit the document where you always did and the agent answer changes with it, with no migration and nothing to remember to update twice.
What it solves
The folders you choose
The agent sees the folders you share and no others. There is no blanket access to the company Drive, and taking a folder away is as quick as giving it. That is what lets you start with the obvious —the support procedures— and widen it once the team trusts it.
What it does
What the connection triggers and what the agent does with it
An integration is not useful for being on the list: it is useful for what it lets the agent do. This is what Google Drive puts on the table, and what the agent does with it without anyone watching.
What it can do
- Read the folders you grant it
- Answer citing the document the fact comes from
How Google Drive helps the agent resolve with context
Three concrete things that change the team day, not a feature list.
One single source
You edit the document where you always did and the agent answer changes with it, with no migration.
What was never published
Internal procedures and product notes that never reached the help center start resolving tickets.
Permissions you decide
The agent sees only the folders you open to it, not the whole company Drive.
How it works
Three steps, and only the first needs a Google Drive admin. The rest you change later without reconnecting anything.
Authorise the connection
You open the integrations panel, pick Google Drive and authorise access with the account your team already uses. You need to be an admin in Google Drive, so if you are not, this is the only step you will have to ask someone for.
You choose what the agent sees
You tick the channels, events and account fields it can reach. What you do not tick does not exist for it, and you can change that whenever you want without reconnecting anything.
It answers with that context
From the first conversation the agent looks that data up before replying, resolves what it can close on its own and passes to a person what it cannot, with the case already assembled.
Frequently asked questions
How long does connecting Google Drive take?
Minutes, not an afternoon. You authorise access and choose what it can see; nothing needs rewriting and no development work is needed to start.
Can I revoke access later?
Yes, and from either side: revoking the connection in Intake or withdrawing the permission from Google Drive. The agent stops reading that data immediately and keeps answering with the rest.
Does using Google Drive cost extra?
No. Every integration sits inside the per-resolved-conversation price: 0.41 EUR on annual billing. There is no add-on to buy and no call meter.
What happens if Google Drive stops responding?
The agent answers with what it does have and, if the question depended on that data, hands off to a person explaining why. It never invents the value it could not look up.
Does it see my whole Drive?
No. Only the folders you share with it explicitly, and you can take them away whenever you want.
What happens when I edit a document?
The agent reads it again, so the answer updates without you having to tell it anything.
