Add a document to your knowledge base

Your agent answers customers from what is in your knowledge base. Adding your price list, service menu, policies, or product sheets is the quickest way to make its answers accurate and specific to your business.

Where to find it

Go to Settings, then under AI click Knowledge, and open the Documents tab. The table lists every document with its Kind, how many Items your agent learned from it, and its Status. Use the chips at the top (All, Offers, Inventory, Packages, General) to filter the list.

Add a general document

Use a general document for price lists, service menus, policies, product sheets, and any other reference material.

1. On the Documents tab, click Add document. If you have no documents yet, click Add document in the middle of the page.

2. Under Type of content, choose General.

3. Choose how to add it:

   • File to upload PDFs, spreadsheets, text files, or images.
   • Text to write a document directly in the portal.

4. For a File, click Click to choose files and pick one or more files. Each file becomes its own document, named after the file. You can remove a file from the selection before uploading.

   For Text, fill in a Name and the Content. Both are required.

5. Click Upload & index.

Supported file types: PDF (.pdf), text (.txt, .md), spreadsheets (.xlsx, .xls, .csv, .tsv, .ods), and images. Each file can be up to 20 MB.

Tip

Spreadsheets work great for price lists and product catalogs: one row per item, with clear column headings. For offers, inventory, and packages, choose that type instead of General and use the ready-made template. See Upload your offers, inventory, or packages.

Wait for it to be ready

After you add a document, its status moves through:

Status	What it means
Uploading…	The file is on its way.
Processing	Your agent is reading the document and breaking it into items it can search.
Indexed	Done. Your agent can use it now.
Error	The document could not be processed. Hover over the status to see why, fix the file, and upload it again.

The list refreshes by itself, so you do not need to reload the page.

Note

For images, your agent reads the text in the picture. An image with no text in it, such as a photo of your shop, ends in Error. To let your agent send photos to customers, use the Photos page instead.

Check what your agent learned

Click View on a document to preview it:

• Text documents and PDFs open in a reading view.
• Spreadsheets show the topics your agent picked up and how many items it learned. Click a topic to see exactly what it understood.

You cannot edit a document after it is added. If something is missing or wrong, fix the file and upload it again: your agent relearns it automatically. Then delete the old version.

Delete a document

Click Delete on the document’s row, then confirm with Delete. Your agent stops using it to answer questions.

Caution

Adding and deleting documents depends on your role. If you do not see Add document or Delete, ask your account owner for access.