Upload files your business already has: a price list, menu, rules, timetable or a photo of your sign. After processing, AI employees can rely on them in their answers, and the information found can be moved to the knowledge base.
Where to find it
- In the top menu, open “Knowledge base”.
- Choose the “Documents” section.
Which files are supported
- documents: PDF, Word (DOCX), ODT, TXT and Markdown;
- spreadsheets: Excel (XLSX and XLS), ODS and CSV;
- images: JPG, PNG and WebP.
Each file can be up to 10 MB, and you can upload no more than 5 files at a time. A PDF can have up to 100 pages. Save text files and CSV files in UTF-8 encoding.
Not supported:
- DOC, RTF, PPTX, XLSM, XLSB and Numbers files. Open such a file in its program and save it as PDF or DOCX, and save a spreadsheet as XLSX;
- password-protected files. Remove the protection and upload the file again;
- files with macros. Save them without macros;
- archives, such as ZIP. Upload the files from the archive one by one.
How to upload files
- Click “Add”.
- Click “Select documents” and select one to 5 files.
- Click “Upload”.
The message “Files accepted. Processing will continue in the background.” appears. If a file is not suitable, the page shows its name and the reason.
Document statuses
- “Processing” — the file is being read;
- “Recognizing text…” — text in an image is being recognized;
- “Updating” — a new version of the file is being processed after a replacement;
- “Ready” — the document is available to AI employees;
- “Could not process” — the file could not be read; a hint below it explains what to fix. For photos, this status is called “Could not recognize text”, and for a replacement, “Could not replace”;
- “Website confirmation required” — information collected from the website is waiting for review.
Text in photos and scans is recognized automatically. If a photo was not recognized, take the picture closer and straighter, in good lighting. Embedded images in a PDF are recognized too, but no more than 10 per document. Small images, such as logos, are skipped.
An Excel or ODS spreadsheet is read row by row. Sheets with the same columns are combined, and the others are skipped. Sheet names are shown in the spreadsheet preview.
How to check the information found
A ready document is immediately available to AI employees. In addition, the platform looks in it for information for the knowledge base, such as services and prices. This information does not change without your confirmation.
- Below the document, click “Review changes”. The number of changes found is shown next to it.
- Each change shows “Before” and “Will become”. Untick anything you do not want to add.
- Click “Apply selected”.
If there are no changes, you see a link below the document: “View extracted text”, “View recognized text” or “View table”. The spreadsheet preview shows the first 50 rows.
If you changed the information after uploading the document, for example from another file, the suggestions become outdated. Click “Refresh suggestions”: the document is compared with the current information, and its text stays the same.
How to open, replace or delete a document
Click “•••” in the document row and choose an action:
- “Open” — view the file in a new tab;
- “Download” — save the original file;
- “Replace” — upload a new version. Choose a file and click “Save replacement”. AI employees keep their access, and the old file keeps working while the new one is processed;
- “Delete” — move the document to the “Trash” section.
Trash
Documents in the “Trash” section are not used in answers. Each one shows the date of automatic deletion. Until that date, you can bring the document back with the “Restore” button.
By default, a document stays in the trash for 30 days. You can change this period in the “Profile and contacts” section, “Document retention” block. Learn more in the article Business settings.
Other ways to add a document
- In the setup assistant “Setup assistant”, click “+” next to the message field, choose files and click “Process documents”. The assistant will suggest what information to add. Learn more in the article Setup assistant.
- Documents are shared by the whole business. New documents are available to all AI employees automatically. You can close access to a specific document in the employee's “Access” section — see AI employee access settings.
Good to know
- The business Owner and Administrator can upload, replace and delete documents, and apply changes. Other roles can only view documents.
- If a document and the knowledge base disagree, the confirmed information in the knowledge base takes priority.
- Original files are kept in the business's secure storage.