When you look at a call in Call History, you’ll often see a small gray line under Seth’s messages that says “Sources used”.
This helps you understand what Seth looked up right before he answered.
What happens when you click “Sources used”
Click Sources used and a side drawer opens on the right.
In that drawer you’ll usually see around 3 sources. For each source you’ll see:
The source type (website / file / etc.)
A short preview
A See more button to expand the full text Seth used
You can also search inside the retrieved text using the search box at the top of the drawer.
What counts as a “source”
“Sources used” shows only what Seth pulled from your Knowledge Base and Knowledge Gaps. This includes:
1) Website pages in your Knowledge Base
If you added a website/domain, Seth can pull text from the pages that were added.
2) Text files
Any plain text files you upload can be used as a source.
3) PDFs and other files
If you uploaded PDFs (or other supported files), Seth can pull text from them too.
4) Filled knowledge gaps
Knowledge Gaps are questions Seth couldn’t answer earlier.
When you (or your team) fill those gaps, Seth can use those answers as a source in future calls.
How to use this for debugging
If Seth gives a wrong or weird answer, “Sources used” is the fastest way to see why.
A simple workflow:
Open the call in Call History
Find the message with the wrong answer
Click Sources used
Check if the source text matches the answer Seth gave
If the source text is missing, outdated, or unclear, that’s usually the reason the answer was off.
How search helps
The search box is there so you can quickly find the right part of the retrieved text.
Example:
The customer asks about a return
In the drawer, type return
You’ll see which chunks contain that word
Click See more to read the full context
This saves a lot of scrolling.
Why the sources can look “the same” across messages
If a call stays on one topic (like returns), Seth will often pull the same helpful sources again and again.
So you might see very similar sources under multiple Seth messages in the same call. That’s normal.
You’ll still see changes when the topic changes, but for one-topic calls, repeats are expected.
Important note: Seth uses other info too
“Sources used” is not everything Seth uses.
Seth can also use:
His general training
Customer info from Shopify
Previous call history with the same phone number (when available)
But the Sources used drawer is specifically showing:
Knowledge Base retrievals
Knowledge Gap retrievals
That’s why it’s so useful for technical debugging.