Introduction: The File Sources section of your Knowledge Base allows you to upload documents that train your AI to deliver accurate, brand-specific answers during customer conversations. While your AI is already trained on your website and product catalog, File Sources extends its capabilities with information that isn't publicly accessible—such as policies, sizing guides, and detailed product information.
How to Upload Files:
Navigate to AI Training → Knowledge Base in your dashboard
Select the File Sources tab
Click the File Upload button in the upper right
Select a file from your computer that meets the formatting guidelines
Your file will be automatically processed and indexed for AI use in conversations
File Upload Guidelines: For best results, follow these guidelines when preparing your files:
Upload only text-based, human-readable content
Keep files concise (ideally 5-6 paragraphs)
Focus on a single topic per file
Limit each file to 800 words or less
Use supported formats: PDF, TXT, or CSV
Create separate files for different topics
File Formatting Best Practices:
PDFs: Use simple, text-based PDFs without complex formatting or layers
CSVs: Keep tables clean with clear headers and avoid merged cells
TXTs: Structure content with clear headings and short paragraphs
All files: Ensure text is selectable (not image-based) and formatted consistently
Managing Your Files:
Use the search bar to quickly find specific files
View all uploaded files in the list below the upload section
Each entry shows the filename, file size, upload date, and time
Download or delete files using the action buttons
How Your AI Uses Uploaded Files:
When customers ask questions, your AI will:
Search through your uploaded documents for relevant information
Use this information to provide accurate, brand-specific answers
Troubleshooting Common Issues:
File not uploading: Ensure your file is under 10MB and in a supported format
Empty files: Files must contain meaningful content - empty files will be rejected
Complex tables: Very complex tables or nested tables may not be properly interpreted - consider simplifying their structure
Formatted PDFs: Highly formatted PDFs with multiple columns, complex layouts, or embedded images may not be fully processed - convert to simpler formats when possible
Image-based PDFs: The AI cannot read text from scanned documents or image-based PDFs - use OCR software to convert to text-based PDFs first
Duplicate filenames: You cannot upload multiple files with the same name - rename files to make them unique
Error messages: If you receive an error, try simplifying your document or converting it to another format
Best Practices:
Upload internal policies your customers might ask about
Include sizing guides, compatibility information, and product specs
Add care instructions or detailed usage guides
Create separate files for FAQs on different topics
Test your AI's knowledge using the Test & Train feature after uploading new files
For complex tables, consider breaking them into multiple smaller tables or converting data into a more narrative format