Teaching the AI with your own documents

The Knowledge Base is how you stop the AI guessing about facts: hours, policies, what a room includes, what is on the menu. It is the Documents tab of Training; voice, rules and escalation live in the other tabs.

Settings → Training → Documents.

This is an Agent Enterprise feature, sold as Custom AI Training with your own knowledge-base. It isn’t included on Free, Agent Pro or Agent Advanced — see plans and pricing.

How it works

Every document is split into short passages, one topic each, and each passage is labelled with the section of the document it came from. When the AI writes a reply, it looks up the passages that match what the customer actually said and writes from those.

That splitting is why structure pays off. A document with clear headings — ARRIVAL AND PARKING, FOOD AND FACILITIES, HOW WE REPLY — becomes a set of clean, separately findable passages. One long unbroken wall of text becomes a handful of passages that each cover six topics at once, and none of them match anything sharply.

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 Do this when a policy is superseded — an outdated document is worse than no document, because the AI will confidently quote a refund window you no longer offer.

Try it

Try it on the Voice tab runs any review through the real pipeline without saving anything, and shows the risk level, the internal note and the draft. When a reply is vague about a fact, the document usually doesn’t say the thing you assumed it said, or says it buried in a section about something else.

Each run counts as one action.

What it will and won’t quote

The AI quotes figures — times, prices, limits — exactly as written, and only when it is certain which service they belong to. If your document lists breakfast hours and room service hours in the same paragraph, and a customer complains about room service, it would rather stay general than risk quoting breakfast times back at them.

If that happens, split the paragraph. One fact per line, under a heading that names the thing, is read far more reliably than a dense block.

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 training — Documents supply facts, Training supplies voice and rules. You want both.

→ Training FeedbackRobot