Upload Documents to Train Your AI Using File Sources in Knowledge Base

Upload Documents to Train Your AI: Using File Sources in Knowledge Base

• 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

1. Navigate to AI Training → Knowledge Base in your dashboard

Select the File Sources tab

1. Click the File Upload button in the upper right
2. Select a file from your computer that meets the formatting guidelines
3. Your file will be automatically processed and indexed for AI use in conversations
4. 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