Knowledge
Upload the documents your agent should answer from, then add them to the steps that need them.
A knowledge base document is a file you own, like a price list, a policy or a product manual. A step can look things up in it during a conversation, on calls and in chat. Use it instead of pasting long or often-changing content into a prompt.
Uploading a document
Documents live on the Files page, on the Knowledge base tab. Select Upload Document.
- Formats: PDF, Word (
.doc,.docx), plain text (.txt) and Markdown (.md). - Size: up to 5 MB per file.
Then choose How should the agent use this document?
- Full Document gives the agent the whole file on every lookup. Best for short reference material such as menus, price lists and FAQs.
- Chunked Search breaks the file into parts and gives the agent only the most relevant ones. Better for long documents like manuals or policies.
We spot duplicates by what's inside the file, not its name. The second upload is marked Failed, with a message naming the file it duplicates. Delete the older copy first if you meant to replace it.
Processing
After you upload, Woise reads the file and, for Chunked Search, prepares it for lookups. How long that takes depends on the file. The list shows each document's status (Pending, Processing, Completed or Failed), and you can only use a document once it says Completed.
Using a document
Open a step, go to Tools & documents, and add the document under Knowledge Base Documents. The agent then looks things up in it while it is on that step.
Only add documents to the steps that need them. A step that can reach four unrelated manuals will eventually answer from the wrong one.
Next
See both kinds of file in Files, add a document to the right step, and write the prompt that tells the agent when to look something up.
Common questions
What can I upload as a knowledge base document?
PDF, Word, plain text and Markdown files, up to 5 MB each.
What is the difference between Full Document and Chunked Search?
Full Document gives the agent the whole file on every lookup, which suits short material like menus and FAQs. Chunked Search gives it only the most relevant parts, which suits long manuals and policies.
How does an agent use a document?
Open a step, go to Tools & documents, and add the document under Knowledge Base Documents. The agent then looks things up in it while on that step.
Why did my upload fail?
Uploading the same file twice fails, because duplicates are spotted by content rather than name. Delete the older copy first if you meant to replace it.