Teaching the AI with your own documents
What the Knowledge Base does, what to upload, and how documents are used.
The Knowledge Base is how you stop the AI guessing about your business.
Settings → Knowledge Base (labelled AI Source Docs). It’s a paid feature — see plans and pricing.
How it works
Documents you upload are indexed and used as context whenever the AI generates a review reply or a resolution.
This is the difference between a reply that says “we’re sorry about the confusion over the refund” and one that says “our policy is a full refund within 48 hours of purchase, so I’ve arranged that for you”. The second one is only possible if the AI has read your refund policy.
It also works the other way: with a compliance document uploaded, the AI knows which claims it must not make.
Uploading
Drag a file onto the upload area, or use Upload Document.
- Formats:
.pdf,.txt,.docx - Size: up to 20 MB per file
Each upload counts as one action against your monthly allowance. → Understanding actions and limits
Document status
Uploaded documents move through four states:
| Status | Meaning |
|---|---|
| Pending | Queued |
| Processing | Being indexed |
| Ready | Live — the AI is using it |
| Failed | Couldn’t be processed |
A document only affects replies once it’s Ready. If you upload a policy and immediately test a reply, you may be testing against nothing.
Failed usually means the file has no extractable text — most often a PDF that’s a scan or a photo rather than real text. Run it through OCR, or paste the content into a .txt file and upload that instead.
Removing a document
Delete Document from the row’s menu. Do this when a policy is superseded — an outdated document is worse than no document, because the AI will confidently quote a refund window you no longer offer.
What to upload
→ What to put in your Knowledge Base
Where it applies
Uploaded documents inform:
- Review replies drafted for you
- AI resolutions with unhappy customers
They work alongside your tone settings and business description — the Knowledge Base supplies facts, tone settings supply voice. You want both.
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