Skip to main content
Documents is one of four source types on the Content tab. Upload PDF, DOC, DOCX, or TXT files so the employee can answer from their contents. Documents are for the employee’s answers — they are not sent to contacts. To let the employee deliver a file to a customer, use Share files in chat instead.

​
Upload a document

  1. Open the Content tab and click Add Content in the top-right corner.
  2. Choose Upload Document from the dropdown.
  3. Select a file — PDF, DOC, DOCX, TXT, or Markdown.
  4. Wait for the training status badge to change from Untrained to Trained; see Keep knowledge accurate for the training cycle.
This is often the most direct route for getting structured internal knowledge — product manuals, policy documents, pricing sheets — into the employee’s knowledge base without that information needing to already exist as a live web page.
Upload a document source

​
How documents are read

Documents are smart-scanned, not read top to bottom like plain text: This matters for pricing sheets, spec tables, and multi-column brochures — a naive text extraction would jumble them into something the employee cannot use reliably.
Your knowledge quota counts extracted text, not file size. A 20 MB PDF with 1 MB of actual text only uses 1 MB of your plan’s limit. See plan limits for quota by plan.