Knowledge base

Upload your team's internal docs (PDF, DOCX, MD, TXT) so the AI can answer questions about them. Useful for SOPs, refund policies, onboarding playbooks, compliance frameworks, product specs — anything you wouldn't want to (or can't) publish on your marketing site.

✓What's the difference vs the system prompt?

The system prompt is your AI's brief — short, ~4 000 chars max, tells it who you are. The knowledge base is everything else: long-form content the AI looks up only when the visitor asks something relevant.

Upload a document

Open Dashboard → Settings → Knowledge. Drag a file onto the upload zone, or click browse to pick one.

Accepted types: PDF, DOCX, TXT, MD.
Max size: 10 MB per file.
Files are stored privately. Visitors never see them or get a link to them.

Once uploaded, the document goes through a brief processing step (parse → chunk → embed). The status pill on the row shows where it is:

processing — being parsed and embedded right now.
ready — chunks are indexed; the AI can search them.
error — something went wrong (corrupted PDF, scanned image with no text, etc.). The error message is shown inline. Click Retry to re-process.

Turn on AI knowledge search

Uploading a doc doesn't automatically make the AI use it. Flip the switch in Settings → AI Agent:

Find Let AI search the knowledge base in the Tools section.
Toggle on, save.

From the next message onward, the AI runs a knowledge-base search before every reply and uses the matching chunks to ground its answer.

How the AI uses it

On every visitor message (when the toggle is on), we:

Embed the visitor's question into a vector.
Find the top 6 most-similar chunks across all your uploaded docs.
Pass those chunks to the model as context.
The model answers from that context, falling back to web-search on your public site (if also enabled) for anything not in the KB.

The model is instructed to answer naturally, like a knowledgeable teammate would — visitors never see filenames or chunk numbers in the reply.

ℹOff-topic and KB

Normally the AI refuses anything outside your business. But if a question matches your uploaded docs, it's in scope by definition — even when the topic doesn't obviously look like a question about your product. Upload a hiring-process doc and the AI will gladly answer candidates' questions about it.

Update or delete a doc

Update — delete the old version and upload a new one. (Re-uploading the same filename creates a separate row; delete the obsolete one to keep things tidy.)
Download — get a short-lived signed URL to fetch your own copy.
Delete — removes the file from storage and wipes every vector chunk associated with it. The AI stops using that content immediately.

Practical tips

Smaller, focused docs work better than one giant manual.A 30-page “everything” PDF still works, but several smaller docs (refund-policy.pdf, shipping.md, returns-faq.docx) make retrieval more precise — the relevant chunks have less noise around them.
Use clear headings inside the doc. Our chunker is paragraph-aware; well-structured docs split into clean, self-contained chunks. Wall-of-text PDFs still work but retrieval quality drops.
Scanned-image PDFs won't parse— we extract text, not OCR images. Run the PDF through your scanner's OCR feature first, or export the source doc as text.
Sensitive data:only upload what you'd be comfortable showing a customer through a chat reply. The AI won't paste raw chunks verbatim, but if a doc contains a secret, treat that secret as exposed to your visitors.

Scope

Knowledge documents are per-site, like every other setting. If you operate three sites with different products, each maintains its own knowledge base.