Knowledge Sources Quickstart
The Knowledge Layer is Gooclaim’s grounded answer engine. It indexes your policy documents, claim handling manuals, FAQs, and reference data so Gooclaim’s agents can answer questions like “why was this claim rejected?” with the exact, cited reason — never made up, always traceable.
This quickstart walks through connecting your first source and verifying that content is queryable from your workflows.
What you’ll connect
Knowledge sources are anywhere your team already stores claim-related reference material:
SharePoint, Google Drive, Confluence, Notion — for policy PDFs, SOPs, rate cards, and exclusions lists.
Zendesk, Intercom, internal wikis — for FAQ-style content claimants typically ask about.
S3, Azure Blob, GCS — for bulk archives of historical claim memos, medical guidelines, or partner-specific overrides.
Anything reachable over HTTPS with an API key or OAuth — for live reference data that changes daily.
Connect a source in 4 steps
Open the Sources tab
From your Portal, open Knowledge → Sources. You’ll see the catalogue of supported connectors grouped by category.
Pick a connector and authenticate
Click the connector you want (e.g. SharePoint). You’ll be redirected to that platform’s OAuth flow. Sign in with an account that has read access to the documents you want indexed.
For API-key connectors, paste the key when prompted. Gooclaim stores it encrypted via AWS Secrets Manager — never in the application database.
Choose what to index
Select specific folders, sites, or collections to include. We recommend starting narrow — a single policy folder — and expanding once you’ve verified the agent’s answers.
Files are filtered by type at ingest. PDFs, DOCX, MD, HTML, and TXT are indexed by default. Images and scanned PDFs are passed through OCR.
Trigger the first sync
Click Sync now. The first sync pulls every selected document, runs each through extraction → chunking → embedding → indexing. Progress is visible per-document in the Sources screen.
Subsequent syncs are incremental — only changed documents re-process. Schedule recurring syncs (hourly, daily, weekly) under Source settings.
Verify a query
Once the first sync completes, open Knowledge → Library and use the test-query box at the top. Type a question your indexed documents should be able to answer — for example, “what is the network hospital limit for plan B?”.
You should get back a grounded answer with the exact source document and section cited. If the answer is wrong or empty, see troubleshooting.
How this connects to claim workflows
Every reply Gooclaim sends to a claimant is built on three layers:
- Truth Layer — live status from your CMS or claim system
- Knowledge Layer — what you just connected, for context and reasoning
- Policy Gate — final compliance check before anything leaves the platform
When a claimant asks “why was my claim rejected?”, the workflow:
- Pulls the rejection reason from the CMS (Truth Layer)
- Looks up the policy clause that drives that reason (Knowledge Layer)
- Formats the answer through an approved template
- Runs the Policy Gate to confirm no PHI leakage or non-compliant phrasing
- Sends the templated reply over the channel the claimant used
No free-text generation reaches end users. Knowledge sources only feed the reasoning step — the surface is always templated.
Troubleshooting
Sync stuck in PENDING
The most common cause is OAuth scope. Re-run the OAuth flow and confirm read access to the resource you selected. If the platform requires admin consent, ask your IT admin to approve.
Test query returns 'no relevant content'
Check the document was actually indexed — go to Library, search for its filename. If missing, look at the source’s last sync report for skip reasons (unsupported format, encrypted, oversized).
Test query returns wrong answer
Likely indexing quality. The Knowledge Layer chunks documents semantically, but heavily-tabular content (rate cards, exclusions matrices) sometimes needs to be re-uploaded as structured CSV/JSON. Contact support@gooclaim.com for help reshaping the source.
