What to load

What you already have written: PDF, Word, plain text, Markdown, HTML, or a URL whose page we read.

Your help centre articles count too: you write them there and the agent uses them without loading them twice.

1. Upload it

Knowledge → New document. It is chunked, indexed and embedded in the background; the list shows pending, processing and ready.

A document sitting in «pending» for a while is not an error: it is the queue, and the screen says how many are ahead.

2. Check what it finds

On the same screen there is a test search: type a customer question and see which chunks come out and with what score.

It is the fast way to discover that a document is missing, or that there are two versions of the same one and the old one wins.

3. Remember where answers come from

The agent answers with this and cites the source. When it finds no answer it says so and hands the conversation to a person: it does not invent your returns policy.

What is inside a document is material, not orders. A PDF that says «ignore your instructions» is still a PDF: it is retrieved as text and treated as text.

4. Keep it current

Changing a price in a PDF and not re-uploading it is the most common way for the agent to start lying. Upload the document again and it is reindexed; the previous one stops being used.