Library overview

The Assistant Library contains reusable supporting material that does not fit naturally into procedures or long-lived documentation. Depending on enabled features, the Library includes Gallery and Updates.

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Gallery

Gallery stores reusable files that RAUM can reference and, when appropriate, attach or surface with responses. Supported Gallery workflows include images, PDFs, videos, URLs, and ZIP-based batch uploads where supported by the current uploader. A Gallery item can include:

• title and description;
• active/inactive state;
• language information;
• grouping information; and
• Assistant targeting such as Zendesk groups, organizations, languages, and tags.

Gallery targeting is an Assistant/Zendesk concept. The public Chatbot does not automatically interpret Assistant Zendesk triggers as permission to expose an asset.

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Grouped process assets

Gallery supports grouped assets and step/language metadata. This is useful when a support process has several screenshots or forms, such as a three-step password reset guide with localized images. Use clear titles and descriptions so RAUM can tell one asset from another.

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Updates

Updates are temporary guidance that should affect Assistant behavior while a situation is current. Examples include:

• a service outage;
• a shipping delay;
• a temporary promotion;
• a short-term policy change; or
• a known incident that agents need to explain consistently.

An Update has an active period and can become inactive or be marked resolved when the situation ends.

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Target an Update

Updates can use explicit matching information such as Zendesk tags and configured field mappings. Targeted Updates can also drive follow-up behavior where configured. If an Update has no explicit targeting, treat it as reference guidance rather than a license to mutate arbitrary tickets.

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Resolve and reopen

Resolving an Update removes it from active AI context and moves it to the resolved state. Resolved Updates can be reopened when necessary. Older resolved Updates are moved into an archived view after the product’s archive interval.

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Follow-up behavior

Some Updates can require follow-up against affected tickets. When configured, review the proposed delivery/status behavior carefully before resolving the Update. Temporary guidance is particularly dangerous when it quietly becomes permanent, so use valid dates and resolve incidents promptly.