Setup & Management

Knowledge Base

This is the step that makes your AI genuinely yours. Your agents answer from your documents and policies, not from a generic model’s guesses.

Uploading documents

On the Knowledge tab, upload the documents you want your AI to answer from.

Supported formats: PDF, Word (DOC/DOCX), Excel (XLS/XLSX), PowerPoint (PPTX), TXT, CSV and Markdown. Maximum 50 MB per file.

There is nothing to prepare. No formatting, no tagging, no technical setup. Upload, and we handle the rest.

What happens next

Each file shows Syncing, then Ready once it’s indexed – usually within seconds. Your AI agents start using new knowledge immediately at query time. There is no refresh, no rebuild, and no waiting period.

Upload a document, ask your AI a question about it in the Web Chat preview, and it will answer.

Two things that catch people out

Legacy PowerPoint (.ppt) is not supported. Re-save it as .pptx or PDF.

Scanned PDFs will not work. If your PDF is just page images with no selectable text, there is nothing for the AI to read. Open it in a PDF reader – if you can’t select and copy the text, neither can we. Use a text-based PDF, or convert it to Word or TXT first.

Answer Confidence

You control how certain your AI must be before it answers rather than handing off to your team. On the Knowledge tab, set Answer Confidence:

Setting	Behaviour
Strict	Answers only when highly confident. Hands off more often.
Balanced	The default, and what most customers stay on.
Lenient	Answers more readily. Hands off less often.

Which should you pick? Start on Balanced. If your AI is being too cautious and handing off questions it should have answered, move to Lenient and test it in the Web Chat preview. If it’s answering things it shouldn’t, move to Strict.

This is available while your helpdesk is Running, and the change reaches your AI within a few seconds.

Storage

Your plan sets the limit: Starter 100 MB, Growth 500 MB, Pro 2 GB, Enterprise custom. A live storage meter on the Knowledge tab shows where you stand.

Getting good answers

The quality of your AI is the quality of your knowledge base. A few things that help:

Upload what your customers actually ask about – your FAQs, policies, product documentation, troubleshooting guides.
Keep it current. An outdated document produces confidently outdated answers.
Test it. Ask your AI the questions your customers really ask, in the Web Chat preview, and see what comes back.