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There are four ways to put content into Knowledge: write a page, create a folder to organize pages, upload a document, or import a link. Everything you add lands in the folder tree described in the Knowledge Base overview.

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Add An Item

1

Open Knowledge

Go to Agents > Knowledge.
2

Choose what to add

Click the add button and choose Page, Folder, Link, or Document.
3

Choose a destination

Put the new item in the folder where the agent should expect to find that topic.
4

Review the result

Pages are available as soon as you save. Documents and links need to finish processing first.

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Pages And Folders

Write a page when your team owns the content and needs to edit it directly. Create a folder when you want to group pages and imported files by topic, region, listing, product, or team. Keep each page focused on one topic. Broad pages that mix several policies retrieve less accurately than short, single-purpose pages. See Knowledge writing principles for how to structure the content itself.

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Documents

Document uploads support these file types:
  • PDF
  • DOCX
  • CSV
  • XLS
  • XLSX
  • JSON
  • MD
  • TXT
Each uploaded file can be up to 25MB. Markdown and text files can be imported as inline content. Other file types are uploaded, processed, and attached to source-backed Knowledge nodes.
Structured tabular data such as a cleaning schedule or vendor list is a natural fit for a CSV, XLS, or XLSX upload. Import the file instead of retyping it as a page.
Links can be imported in two modes: A crawl can import up to 600 pages at a time. Failed link imports can be retried from the source list.
Documents and links become source-backed Knowledge, which means their processing state is tracked and they can be re-synced. See Connected Sources for status meanings and recovery steps.

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Choosing Between An Upload And A Connection

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Frequently Asked Questions

PDF, DOCX, CSV, XLS, XLSX, JSON, MD, and TXT, up to 25MB per file. Markdown and text files can come in as inline content.
Up to 600 at a time. You choose which discovered pages to import and which Knowledge folder they land in.
Upload when the content rarely changes. Connect the source when it changes regularly and you want scheduled syncing to keep Knowledge current without a re-import.
Yes, and you should. Schedules, assignment tables, and vendor lists import cleanly as CSV, XLS, or XLSX.