Working with the Content Library Smart Search

Overview

Smart Search enhances your search experience by understanding what you mean — not just what you type. It uses natural language processing (NLP) to interpret keywords, full sentences, and questions, so you can quickly find the most relevant content.

For more information on how customers use the Content Library and share best practices see the Content Library Board in the Responsive Community.

Permissions

You must be an Admin with access to Organization Settings to enable this feature.

Enabling the Content Library Smart Search

To start using Content Library Smart Search, you must first enable it in the Organization Settings.

Go to Organization Settings > Content Library > Others and turn on the Content Library Smart Search toggle.

Accessing the Content Library Smart Search

Users can access Smart Search from the Search Bar in the Library, Moderation and Review pages of the Content Library.

Understanding Smart Search types

The Content Library Smart Search supports the following types of searches.

• Question search

• Natural language query search

• Structured query search

• Keyword search

Question search

Question search lets you ask a question in plain language, like What is the company’s data policy? or How does the company handle data encryption? . Smart search analyzes it to understand your question and generates a direct answer, followed by the most relevant content.

1. Displays the AI generated response.

2. Displays the TRACE™ Score of the AI generated response.

3. Click Save to add the AI generated response as a new Q&A pair.

4. Click Copy to copy the AI generated response to the clipboard. Used count of the sources will be incremented.

5. Lists the sources used to generate the response. Click on a source to view the content in a new browser tab.

6. Displays the relevant search results for the question. The results are based on the keywords identified from your question.

Note that:

• Ask Responsive must be enabled in order for question search to generate responses. If disabled, the search will default to a keyword search.

• Question searches only work with the active content in the Library and support the following Advanced/Facet filters:

  • Tags (Any, All, and Exclude)

  • Collections (Any, All and Exclude)

  • Languages

  • Response Headers

  • Searchable Custom Fields

Natural language query search

Natural language query (NLQ) allows you to search the way you naturally speak. For example, you can type:

Find content created by Sarah or List Q&A pairs that don’t have an owner.

You can also phrase the same instruction as a question in natural language to filter the content. For example, you can type:

What content has Sarah created? or Which content items don’t have an owner?

NLQ is intuitive and works well for users who may not know the exact filter names or syntax. It's especially helpful when running complex searches that would otherwise require multiple filters.

Example #1:

Show me the content tagged Security, Audit, and Compliance with a star rating between 2 and 4 that haven’t been reviewed in the last quarter.

Example #2:

List content where the last reviewed date is between Jan 2025 to today that are pending review.

Example #3:

What are the content created by Responsive Helpdesk that have not been flagged as Review Required or Clarification?

The platform interprets the intent, applies the right filters, and displays accurate results. NLQ helps simplify the search experience — whether you're performing basic lookups or advanced queries — by eliminating the need to learn structured formats.

Structured query search

Note: Smart Search does not generate a response/answer for structured query searches. Query search does not work with Search and Replace.

Structured query search lets you use a structured search format to find or filter content. A simple query consists of a field, followed by colon, followed by values.

Syntax/Structure:

field:value

Example:

tags:compliance

The above query finds content with the tag compliance.

A complex query may have two or more fields combined with Boolean operators (AND, OR, NOT).

Syntax/Structure:

field1:value1 operator field2:value2

Example:

answer:encrypted AND product:slack

The above query finds all content that contains the keyword encrypted in the answer field under the product Slack (where Product is a custom field).

More complex queries can be built using the Boolean operators AND, OR, and NOT combined with parentheses.

Syntax/Structure:

(field1:value1 operator1 field2:value2 operator2 field3(value3 operator4 value 5))

Example 1:

(answer:encrypted AND product:slack) AND starrating:1

The above query finds all content that contains the keyword encrypted in the answer under the product Slack (where Product is a custom field) and the star rating is 1.

Example 2:

(language:japanese AND question:翻訳テストAND tags:(security OR japanese OR hippa)) NOT starrating:0.

The above query finds content in Japanese that includes the phrase 翻訳テスト in the question field, is tagged with at least one of these tags — security, japanese, or hippa — and excludes content that has a star rating of 0.

Supported fields:

Keyword search

Keyword search finds content by matching the exact words you type. Use simple keywords like Security or Audit to get results that include those terms.

See Understanding the Content Library keyword search for details on keyword search.

Using Smart Search in the Content Library

1. Click the search bar in the Content Library.

2. Enter your question in plain language, specify your criteria in plain language or structured query format, or simply search using keywords. Examples:

   • Question search:
     What is the encryption policy?
     Use this when you're looking for a direct AI-generated answer.

   • Natural language query search:
     Show all the documents tagged Compliance with star rating between 2 and 5 that are awaiting review.
     Use this for complex filters described in everyday language.

   • Structured query search:
     tags:security OR compliance
     Use structured syntax for precise control over filters and fields.

   • Keyword search:
     Responsive Security Compliance
     Use keywords/terms directly to find matching content.

3. Click or press Enter.