Upload and maintain your knowledge base

Before uploading

Prepare factual policies, service descriptions, support contacts, business hours, and FAQs. Do not include passwords, API keys, private customer records, or instructions copied from untrusted conversations. Live stock and prices belong in the product catalog or a configured integration.

Upload and verify

1. Open Config → AI Configuration → Knowledge Base.
2. Choose a supported file: PDF, DOC, DOCX, or TXT. A format shown as unavailable is not enabled by the server.
3. Upload the document and wait for processing. Inspect its status rather than immediately assuming the content is available.
4. Use Test AI Responses to ask questions whose answers are in the file, including an Arabic and an English example where relevant.
5. Ask a question the document cannot answer. The response should avoid inventing a policy; use your escalation process.
6. When replacing information, review existing files and remove obsolete or contradictory copies through the file controls. Upload and test the replacement.

Expected result

The file is processed and the agent can answer representative questions accurately. Document ingestion provides reference knowledge; it is not a promise of model fine-tuning.

Troubleshooting

For unsupported format, convert to a supported document. For unreadable/scanned content, provide selectable text and retest. If answers conflict, inspect all uploaded versions and remove outdated facts. A processing error must be resolved before relying on the file.

Next step

Use crafting the best knowledge file for an editable English/Arabic structure and maintenance checklist.