Using Documents and Rich Text in Your Knowledge Base

What is Document and Rich Text Support?

Document and Rich Text Support provides two primary methods for adding information to your CRM's Knowledge Base. You can upload existing document files or write content directly using a built-in editor. This content is then processed and indexed, making it available for AI-powered tools to search and retrieve specific information when answering questions.

Key Benefits

Using documents and rich text offers several advantages for building and maintaining your knowledge base efficiently.

• Reuse Existing Content: Upload standard file formats like DOC, DOCX, and PDF to quickly add information you already have.
• Save Time: Ingest entire documents at once instead of manually copying and pasting text.
• Easy Editing: Use the rich-text editor to create new entries or make quick updates directly within the CRM.
• Improved AI Responses: The system automatically structures the content, which helps AI tools find and provide more accurate answers.

Supported Files and Processing

Understanding what files are supported and how they are processed will help you prepare your content effectively.

• Supported File Types: DOC, DOCX, and PDF files are accepted.
• Text-Only Ingestion: Only the text from your documents is extracted and indexed. Images embedded within files are not processed.
• Heading Recognition: The system detects heading hierarchies (like H1, H2) to better organize the content into logical sections.
• Quick Indexing: After upload, content typically becomes searchable within a minute, depending on the file size.

How to Add Documents and Rich Text

Follow these steps to add content to your Knowledge Base.

Uploading a Document

1. Navigate to AI Agents within your sub-account.
2. Click on the Knowledge Base tab.
3. Either edit an existing Knowledge Base or click 'Create New' to set up a new one, providing a name and description.
4. Click 'Add Source' and select 'File Upload'.
5. Drag and drop your file or browse to select a DOC, DOCX, or PDF from your computer.
6. Click 'Upload Files'.
7. Once the file status changes to 'Processed', it is ready for use. You can open the file in a new tab or delete it using the provided icons.

Adding Rich Text

You can also add content directly by writing in the rich-text editor. After composing your text, click 'Save' to add it to the Knowledge Base.

Troubleshooting Common Issues

File Upload Fails

Ensure the file is a supported type (DOC, DOCX, PDF) and is not corrupted or password-protected. If necessary, export the document to a supported format and try uploading again.

File is Stuck Processing

Wait for processing to finish, which can take a moment. Refresh the Knowledge Base sources tab. If it remains stuck, try uploading a smaller or simplified version of the file.

Document Content is Missing

Verify that the document contains selectable text. Scanned or image-only PDFs will not have their text extracted. Ensure the document has a clear structure with headings.

Images Are Not Available

This is normal. Embedded images are not ingested. For important visual information, describe it in writing within the document or create a separate rich-text entry.

AI Retrieves Incorrect Information

Check for duplicate or conflicting content in your Knowledge Base. Remove outdated sources and ensure your headings are clear. Use the Retrieval Tester to see which source is being used.

AI Cannot Find Expected Content

Confirm the source status is 'Processed'. Check that the document contains the specific terms users are querying. Consider breaking large documents into smaller, more focused files.

Updating Outdated Information

To update content from an uploaded document, delete the old file source and upload the revised version. Rich-text entries must be edited directly in the editor, as they are separate from file uploads.