Add your documents and answers
The Knowledge tab is where the chatbot gets its facts. It answers from the price lists, FAQs and service pages you put here — Everything else it treats as out of scope.
There are three sections, in this order: Knowledge base for the documents themselves, Rows for every individual answer they became, and Rules found in your knowledge base for standing instructions we spotted inside them.
Before you start — you need a connected WhatsApp number; a knowledge base belongs to a number, not to a draft. Have your files to hand, each under 10 MB.
Steps
Open the Knowledge tab
In the sidebar, under Messaging, click AI Chatbot, then the Knowledge tab.
Choose your files, then press Upload
The dropzone at the top says Drop files here, or click to browse — on a phone or tablet it reads Choose files instead. Under it, what it takes: PDF, Word, Excel, CSV, images or audio · up to 10 MB each.
Choosing a file is not uploading it — the Upload button is the step people miss
Nothing uploads until you commit it. Files you choose sit in a box headed Ready to upload with the number of items, each with its own remove button. Press Upload — it carries that same count — or nothing happens. This is the commonest “it didn’t work” on this tab.
Success reads Added to the knowledge base — it’ll be ready once processing finishes. for one file, or the same with a count for several.
A file of a type we cannot read is dropped before it is ever staged, and you will see Skipped with its name. The full list of what is accepted is: pdf, csv, txt, xlsx, xls, xlsm, json, docx, jpg, jpeg, png, webp, gif, heic, tiff, bmp, mp3, wav, aac, flac.
Add a web page instead of a file
Under the dropzone, Or add a web page takes a single address — your pricing page, for example — and the Add button beside it stages it exactly like a file. Enter works too.
It still needs Upload afterwards.
Decide how each document may be used
Every stored document gets a row of its own, carrying its name, its size, a status, and a dropdown for how the chatbot may use it.
This dropdown is the one control on this tab that waits for the Save bar
| Option | What it allows |
|---|---|
| Knowledge only | Used as context for answers, never sent |
| Sendable only | Can be sent to the contact, not used for answers |
| Both | Used for answers and can be sent |
This dropdown waits for Save. Almost everything else on this tab acts immediately — uploading, deleting, turning a rule on. The usage dropdown is counted in the Save bar at the bottom of the screen, so change it and press Save.
Wait for it to finish processing
The pill on each row walks through Queued, then Processing with a percentage, then Ready. Only a Ready document can be answered from.
A row that says Failed carries the reason beside it. The three icon buttons at the end of the row are, in order: Manage rows, which jumps you down to the Rows section filtered to this one document; Download, for files we still hold the original of; and Delete.
Rows — what an upload actually became
A document is not one thing to the chatbot — it is rows. A spreadsheet becomes one row per line. Rows is the only place you can see what an upload turned into, and the only place to fix a bad one.
Rows is Every answer the chatbot can use, from your documents and the ones you write here.
Leave the search empty and use the filters — that is a browse, not a dead end
- The search box takes words, and a phrase in quotes counts as one term. Its own hint suggests trying a price or a promo name.
- Keyword highlights the words it matched and puts live rows first. Meaning ranks by relevance and shows how close each row was as a percentage. Switch to Meaning when you know what you meant but not what you wrote.
- Filter by status holds All rows, Live, Expiring soon, Scheduled, Expired and Off.
- Filter by document narrows to one upload. Answers you typed yourself live under Typed answers, and this filter is the only way to see them as a set.
An empty search box is a valid way to browse. Leave it blank and pick Expiring soon, and you get every promotion about to lapse — which is the review worth doing on the first of each month.
The count above the list tells you how many of the total you are looking at, and the button at the bottom reads Show more followed by how many are left, in brackets.
Add answer at the top of the section writes an answer by hand, without any document behind it. It confirms with Answer added. The chatbot can use it once it finishes indexing. Clicking any existing row opens the same editor — a dialog on a desktop, a sheet from the bottom of the screen on a phone.
Editing a row leaves your search and filters where they were, so you can work through a list of them. Uploading a document reloads the tab.
Rules found in your knowledge base
This section is a veto screen. We read your uploaded documents for standing instructions written inside them — things like “only quote prices from the price list” — and propose them here. Nothing is applied until you say so.
A proposed rule does nothing until you press Use
The pill in the header counts what is waiting, and the filter below splits them into To review, On and Off, each with its own count. There is a search box for the rule or the document it came from.
- Under To review, Use turns a rule on. The dismiss icon beside it puts it under Off instead.
- Under On and Off, a switch moves it the other way.
Three badges warn you that the document underneath a rule has moved on: Source changed — review, Source edited and Source removed. Where a newer wording has been proposed, a Newer version proposed link takes you to it. A Source changed pill appears beside the filter when any rule has drifted, so you can see just those.
If something goes wrong
| What you see | Why | What to do |
|---|---|---|
| You chose files and nothing happened | They are staged, not uploaded | Press Upload under the Ready to upload box |
| Skipped and a filename | That file type is not accepted | Save it as a PDF, CSV or XLSX and try again |
| A large file will not stage | The limit is 10 MB per file | Split it, or export a lighter version |
| Failed to upload documents. | The upload did not reach us | Check your connection and press Upload again |
| A row stuck on Processing | Indexing is still running | Leave the tab and come back; large files take longer |
| Failed on a document row | We could not read the file — the reason is printed beside it | Fix what the reason says, delete the row, and upload it again |
| The chatbot ignores a document you uploaded | Its status is not Ready yet, or it is set to Sendable only | Wait for Ready, then set Knowledge only or Both and press Save |
| A usage dropdown you changed went back on reload | It waits for the Save bar and was never saved | Change it again and press Save |
| No rows match | The search or the filters are too narrow | Try Meaning instead of Keyword, or set the filters back to All rows |
| No rows yet, with documents listed above | Nothing has finished indexing yet | Wait for a Ready pill, or use Add answer in the meantime |
| A wrong answer, and you cannot find where it came from | It is one row of a document, not the whole document | Open Manage rows on that document and fix the row |
| No rules found yet | Your documents contain no standing instructions, or none finished uploading | Nothing to fix — rules are found automatically as documents finish |
| Couldn’t save that decision. | Turning a rule on or off did not reach us | Press it again |
| Everything is readable but nothing can be changed | This number’s chatbot is managed in another workspace | See AI Chatbot |
Next
- Test the chatbot before customers doChat with your chatbot yourself, in a private room that no customer ever sees.
- Fill lead fields from the conversationAI Auto Fill writes what a customer tells the chatbot straight onto their
- Write the chatbot's briefThe Brief tab is where you tell the chatbot who it is and exactly how to run