How to Upload Documents to Your Chatbot Knowledge Base

1. Prepare a useful source

Start with one document that answers a real customer question: a service guide, product specification, delivery policy, or explanation of your quote process. Use information approved for customer-facing replies. Leave passwords, access keys, and unrelated internal notes out of the file.

Write complete statements under descriptive headings. “Delivery takes three working days after dispatch within our local service area” is more useful than “Three days.” Name the product or service, define any conditions, and include the policy’s effective date when relevant.

Check that the file contains readable text. If a scanned PDF produces missing answers, try a text-based version. Remove obsolete sections and unresolved draft comments before uploading. A larger collection is only useful when its information is accurate and consistent.

2. Upload in Knowledge Base

1. Sign in to your workspace and open Knowledge Base.
2. Drag the file into the upload area or select browse to choose it.
3. Use a supported format: PDF, TXT, DOCX, or CSV. The maximum size is 50 MB per file.
4. Review any upload error. Your plan’s document and storage limits also apply.

Use a recognizable filename, such as “Delivery policy — October 2026.” Keep the original in your own records so your team can identify what was supplied and prepare a replacement later.

3. Check processing before testing

Find the document in the list and check Status. A file that has uploaded may still be queued or processing. Wait until it is ready before evaluating whether its information appears in replies.

If processing fails, read the displayed error and address the cause before selecting Retry. For an upload rejection, check the file format, file size, and available plan capacity. Repeatedly sending the same file without correcting the problem is unlikely to help.

Ready means processing completed. You still need to test whether the assistant can use the content correctly in the questions your customers ask.

4. Test facts, conditions, and unknowns

Open Test Your Agent with a workspace admin account and start a New Test. Ask a question whose answer is clearly stated in the document. Compare the reply against the source, including its units, conditions, and exceptions.

• Ask the question again using ordinary customer wording.
• Ask a follow-up that depends on a condition in the document.
• Ask about an exception the document does not cover. Check that the assistant acknowledges the missing information.
• Check any suggested contact page or next step.

For example, if the policy distinguishes standard products from custom orders, test both. A response that gives the standard return window for every order needs correction before you rely on it.

5. Replace outdated information carefully

Keep a copy of the old file outside the chatbot if your team needs a historical record. Prepare the current version, upload it, and confirm processing succeeds. Then remove the superseded document from Knowledge Base and retest in a fresh conversation. Avoid leaving contradictory versions available longer than necessary.

Check related sources too. An old Q&A answer or website profile can conflict with your new document. If you changed the public website, refresh its profile in Agent Settings and wait for preparation to finish.

If the answer still fails, record the exact question, the reply received, the expected facts, and the relevant source. Share those details through support, removing private customer information where possible.

When to use a Q&A pair instead

A document suits a topic with several connected details. A Q&A pair is convenient for a focused recurring question with a concise approved answer. Neither format guarantees exact wording in generated replies. Read the documents versus Q&A comparison before duplicating the same policy in several places.