Use Google Drive for product guides, policies, FAQs, and other information your team maintains outside Cust. Connected files become searchable articles in Knowledge.

Connect files

Open Knowledge from the navigation rail or More.
Choose Add to knowledge → Sync from Google Drive.
Copy the address shown in the dialog. In Google Drive, share the files or folders with that address as Viewer.
Return to Cust and click Scan for new files.
Review the discovered files, then click Sync files. The button includes the number of files found.

Discovery looks for files owned or shared by someone at your workspace's primary domain. If a file does not appear, check the sharing address, the sharer's domain, and the workspace domain. Google Drive can take a minute to show a new share. Use Check again to scan again.

Connecting files requires permission to edit knowledge. Builder, Admin, and Owner roles include it by default.

Supported content

Cust reads Google Docs, Sheets, and Slides, plus PDF and modern Word, Excel, and PowerPoint files. Uploaded files must be no larger than 25 MB. Scanned or password-protected PDFs and image files are skipped. Very large text content can also exceed the two-million-character limit, even when the file is below 25 MB.

Sharing a folder includes supported files inside it and its subfolders. Each file becomes its own article. A spreadsheet's tabs are included in the same article.

Refresh and inspect

An initial sync starts when you connect the files. Cust checks connected files and folders hourly after that. Changed files update their existing articles, while unchanged versions are skipped. Continue editing the same document or spreadsheet in Drive, without reconnecting it.

Open See connected files from the Google Drive dialog to see the Connected Google Drive files page. It shows the last successful sync, queued or running work, and any error. Click a file name to open its source in Drive.

Use Scan for new files on this page when you share another file or folder. New supported files inside a connected folder are found during its regular sync.

Edit or remove content

Synced articles are read-only in Cust. Edit the original file in Drive, or use Exclude from AI search on the article to keep it out of answers while preserving the stored article.

When Cust detects that a file was removed from a connected folder or is no longer accessible, its article is removed unless another connected share still includes it. A lost root share shows Access lost. Restore Viewer access to let a later sync recover it.

A temporary sync failure keeps the previously imported content. Check the error on the connected-files page and correct the source or sharing issue before the next retry.