Bring Google Drive, Dropbox, OneDrive, and Notion into Helpnest

Use the documents your team already maintains

A support answer often starts in a document: the refund policy in Google Drive, a product manual in Dropbox, an onboarding guide in OneDrive, or a FAQ in Notion. Keeping those documents useful to a support agent should not mean copying their text into a second place every time something changes.

Helpnest now includes connections for Google Drive, Dropbox, OneDrive, and Notion. Choose the documents or pages your agent should learn from, import them, and refresh them when the originals change. They join website URLs, document uploads, pasted text, and Q&A pairs in the same knowledge base.

Connect, select, and test

Open an agent’s Data sources tab, choose a provider, and click Connect. Sign in and approve access. With Notion, choose the pages to share during authorization. Back in Helpnest, browse the available content and select up to five files or pages per import.

Training runs in the background. Once a source shows Ready, open the agent’s Test tab and ask a question grounded in it. For example, import your current refund policy, then ask whether a customer can get a refund after fourteen days. Check the answer before using the agent with customers.

Only import content intended for the agent’s audience. A document can be private in its original service while its imported knowledge is used in customer-facing answers.

Four connections, with clear format support

Google Drive supports files in My Drive and its folders, including native Google Docs, Sheets, and Slides. Docs and Slides export to text; Sheets export to PDF. Shared-drive enumeration and shortcuts are outside the current scope.

Dropbox and OneDrive support PDF, TXT, Markdown, CSV, HTML, and JSON files. Google Drive supports these formats too. For DOCX, XLSX, and PPTX files, export to PDF or text first. PDFs need readable text; scanned images are not processed with OCR. OneDrive browsing covers the connected user’s drive, rather than SharePoint libraries.

Notion imports accessible pages with text blocks, nested blocks, table cells, and captions. Select child pages separately. Database queries and attached file downloads are not included. The cloud data sources guide explains each provider’s scope.

Keep selected sources current

Use Re-sync after editing a document, or choose a daily or weekly automatic refresh. A policy that changes infrequently might only need a manual refresh; a frequently updated product guide can use a recurring schedule.

Refresh re-reads sources you already selected. It does not automatically import new documents added to a folder, and it is not real-time synchronization. If a refresh fails, the last successfully indexed knowledge remains available while the source shows an error.

Existing imports are skipped when selected again through the same connection. Use Re-sync to update them instead of creating another copy.

Control access and understand usage

Cloud imports use the same file-size, monthly file, and knowledge allowances as uploaded documents. The data sources documentation lists the supported formats and plan limits.

Connections belong to an agent and are available to its workspace members. Provider tokens are stored encrypted on the server. Disconnecting an account removes the stored credentials and stops refresh, while retaining previously trained knowledge. To stop using that knowledge in future answers, remove the corresponding sources as well.

Connections require provider configuration on the Helpnest deployment. If a provider card reports that setup is needed, the deployment administrator must finish that setup before accounts can connect.

Start with one useful source

Choose one current document that answers a question customers ask often. Connect its provider, import it, wait for Ready, and test several questions against it. Resolve outdated or conflicting information in the original document before importing more.

Follow the connection guide for the complete workflow, or open your agents to add a source. Website sources and Q&A pairs remain useful alongside cloud documents: use a website for published help content and a Q&A pair for a focused answer that needs its own entry.