Updating Knowledge Base

Train your AI assistant using your own questions and documents so it can answer real customer questions accurately.

Overview

The Knowledge Base allows your AI assistant to answer questions using your business’s real information.

There are two ways to add knowledge:

• FAQs – Manually written question-and-answer pairs

• Company Docs – Upload files like PDFs and Word documents (RAG-powered)

This page focuses on Company Docs, which uses Retrieval-Augmented Generation (RAG) to let the AI search your documents in real time during conversations.

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What Are Company Docs?

Company Docs allow you to upload internal or customer-facing documents so your AI assistant can reference them naturally during chat and voice calls.

The AI does not memorize the documents. Instead, it:

• Searches the most relevant parts of your files

• Pulls the best matching content

• Responds using your exact business information

Example use cases:

• Upload a product catalog → AI answers pricing & feature questions

• Upload a policy document → AI explains returns or refunds

• Upload internal SOPs → AI supports staff-facing assistants

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Supported File Types

You can upload the following formats:

• PDF (.pdf)

• Word Documents (.doc, .docx)

• Text Files (.txt)

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File Size Guidelines

File Size	Upload & Processing Time	Recommendation
Under 5 MB	~30 seconds	✅ Best performance
5–25 MB	1–3 minutes	Good for standard docs
25–75 MB	3–10 minutes	Split if possible
75–150 MB	10+ minutes	Use only if necessary

Maximum file size: 150 MB

How RAG Processing Works

When you upload a document, it goes through four steps:

1. Text Extraction – Text is pulled from the file

2. Chunking – Content is split into small, searchable sections

3. Embedding – Each section is converted into vector embeddings

4. Storage – Embeddings are stored securely for fast retrieval

Larger files create more chunks, which increases processing time.

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AI Response Speed

The AI typically finds answers from Company Docs in 1–2 seconds, even with many documents uploaded.

Optimization Tips

• Upload only content customers actually ask about

• Remove blank pages, covers, and legal filler

• Split large manuals into topic-specific documents

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FAQs vs Company Docs (Important)

The AI follows this priority order:

1. FAQs first (exact matches)

2. Company Docs second (semantic search via RAG)

Using FAQs

FAQs are best for:

• High-priority answers

• Exact wording

• Compliance or legal responses

To add an FAQ:

1. Go to Knowledge Base → FAQs

2. Click Create

3. Fill in:

   • Title

   • Condition

   • Content

4. Click Save

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How to Upload Company Docs

1. Go to Assistants

2. Select your assistant

3. Open the Knowledge Base tab

4. Click Company Docs

5. Drag & drop a file, or click Select Files

6. Wait for processing to complete

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Document Statuses

Each uploaded document will show a status:

Status	Meaning
Processing (Yellow)	File is being indexed
Ready (Green)	AI can now use this document
Failed (Red)	Upload or processing failed

Only Ready documents are used by the AI.

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Managing Your Documents

You can manage uploaded files directly in the Company Docs table:

• View Content – Preview extracted text to confirm accuracy

• Delete – Remove outdated or incorrect documents

• Search – Find documents by name

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Best Practices

• Use smaller, focused documents

• Avoid scanned PDFs (use OCR if needed)

• Keep content up to date

• Remove duplicates and outdated versions

• Always test by asking the AI real questions after uploading

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Troubleshooting

Document Stuck on “Processing”

• Refresh the page

• If still stuck after 10 minutes, delete and re-upload

AI Not Finding Answers

• Confirm document status is Ready

• Use View Content to ensure text was extracted correctly

• Try rewording the question more naturally

Slow Responses

• Reduce total document size

• Remove irrelevant or redundant documents

“RAG Service Not Available” (Self-Hosted Only)

Run the following, then refresh:

docker-compose -f docker-compose.dev.yml up -d postgres-vector pgadmin

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When to Use Company Docs

Company Docs are ideal when:

• You have large amounts of written content

• Answers don’t fit neatly into FAQs

• You want the AI to “search” information like a human would

For best results, combine FAQs + Company Docs.

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Summary

The Company Docs (RAG) feature allows your AI assistant to answer questions using your real business documents — instantly, accurately, and at scale.

Key Takeaways

• Upload PDFs, Word, or text files

• AI searches documents in real time

• FAQs take priority over docs

• Fast responses (1–2 seconds)

• Best for catalogs, policies, manuals, and SOPs