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Upload and search documents

Open a knowledge base to manage the documents in it. You can upload files, follow their indexing, search inside them, and view, download or delete them. Changes apply to every agent that uses the knowledge base.

To open a knowledge base, go to Agent Ops → Knowledge Base and select its name, or select Open in its actions menu (⋮).

Supported files​

You can upload these file types:

KindExtensions
PDF.pdf
Word.docx
Excel.xlsx
PowerPoint.pptx
Text.txt, .text, .log, .md, .markdown, .json, .csv, .tsv, .yaml, .yml, .xml
HTML.html, .htm
Images.png, .jpg, .jpeg, .gif, .webp

Keep these rules in mind:

  • One upload can be up to 10 MB in total. The limit applies to all the files you choose together, not to each file.
  • Older Office formats (.doc, .xls, .ppt) aren't supported. Save the file as .docx, .xlsx or .pptx first.
  • Empty files can't be uploaded.
  • Each file name can appear only once in a knowledge base. Files with the same name are skipped.

Upload documents​

  1. Open the knowledge base.
  2. Under Add files, choose one or more files.
  3. Select Upload.

While the upload runs, the button shows Indexing…. When it finishes, you see Knowledge base data sync is in progress — this might take 3-5 minutes.

Check a file's status​

The file table has these columns:

ColumnWhat it shows
FileThe file name.
SizeThe file size.
StatusWhere the file is in indexing: uploading, indexing, indexed or failed.
ChunksHow many searchable pieces the file was split into.
Uploaded AtWhen the file was uploaded, in your own time zone.
ActionsButtons to view, download and delete the file.

A file is ready for agents to use when its Status is indexed. The table shows 25 files per page. Use Previous and Next to move between pages.

Search a knowledge base​

Type in Search this knowledge base…. The search looks inside the content of your documents, not at file names, and shows the three passages that match best. Each result shows the file it came from, a match score, and a short extract with the matching words highlighted.

If nothing matches, you see No matching passages found.

View or download a file​

  • Select View file to open the file in a new browser tab. PDFs, images and plain text files open in the browser. Other file types download instead.
  • Select Download file to save the file.

Delete a file​

  1. In the file's row, select Delete.
  2. Select Yes to confirm.

The file is removed from storage and from search for every agent that uses the knowledge base. This can't be undone. A message confirms File deleted.

Troubleshooting​

If some files weren't added, the message starts with Not added: and gives the reason for each file:

ReasonWhat to do
That file type isn't supported.Convert the file to one of the supported types.
Office 97-2003 files (.xls, .doc, .ppt) aren't supported — re-save the file as .xlsx/.docx/.pptx and upload it again.Save the file in the newer format and upload it again.
That file looks corrupt or mislabeled — its content doesn't match its extension.Check that the file opens correctly and has the right extension.
This file is empty and cannot be indexed.Add content to the file, or leave it out.
A file with this name already exists in this knowledge base.Rename the file, or delete the existing copy first.
Upload failed. Please try again.Wait a moment and upload the file again.

Other messages you might see:

  • Your selection is over the 10 MB upload limit. Choose fewer or smaller files and try again. Upload the files in smaller groups.
  • Skipped duplicate file(s) already in this knowledge base: followed by file names. Those files were already in the knowledge base, so they weren't added again.
  • Choose one or more files to upload. Choose at least one file before you select Upload.
  • A file shows failed. Upload the file again. A file whose earlier upload failed can be uploaded again with the same name.
  • Search is unavailable right now. Wait a moment and search again.

If a problem continues, contact support.