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Knowledge base through documents

Upload your own documents to enable your AI agent to answer questions based on them.

Upload document​

To upload documents for your AI agent:

  1. Navigate to Knowledge in the top navigation bar.
  2. Select the knowledge base you want to add documents to, or create a new knowledge base as described in the Knowledge base overview.
  3. Navigate to the Documents tab.
  4. Click the Upload button, located on the right side of the Documents tab.
  5. A sidebar appears, with a drag-and-drop component. You can either:
    • Drag and drop your desired files directly into the designated area.
    • Click Browse to select files from your computer.
    • Supported file types include: .docx, .pdf, .txt, .md, and .html. The console accepts files up to 15 MB.
  6. Once you have selected your files, click the Upload button within the sidebar to begin the upload process.
The Upload documents panel with the drop area for files next to the Upload button.The Upload documents panel with the drop area for files next to the Upload button.

Each uploaded document progresses through four stages:

  • Pending: The document is not yet available for use.

  • Indexing: The document is being analyzed, processed, and optimized for efficient retrieval by your AI agent.

  • Draft: The document is not live for production use but can be utilized for testing your AI agent.

  • Published: The document has been successfully processed and is now ready for use by your AI agent.

Replace a document​

Replace an existing document by clicking on the three dots, selecting Replace, and uploading your replacement document.

The options menu of the Return policy.pdf document with the Replace option.The options menu of the Return policy.pdf document with the Replace option.

Webpage source​

The Webpage Source field appears in the sidebar when you select a document row in the table and allows you to optionally add a URL (for example, https://example.com) that appears as a clickable source link in the webchat widget. This helps improve credibility by letting end users trace answers back to an external source, especially when the uploaded document doesn’t have one automatically. If the field is empty, no source link appears, even if the document content is used in an answer.

The Edit document panel with the document title and a webpage source URL.The Edit document panel with the document title and a webpage source URL.

Delete a document​

  1. Locate the document you want to delete in the table.
  2. Click the three dots icon on the document row.
  3. Select Delete from the dropdown menu.
  4. Confirm the deletion when prompted.
warning

Deleting a document removes it permanently from your knowledge base. Your AI agent can no longer reference this content.

Next steps​

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