Use offline files as knowledge sources
You can upload your own documents for agents to use to generate answers. When a customer service representative asks a question and there's no defined topic, the agent generates the best answer from the uploaded documents in a conversational style.
Uploaded documents are stored securely in Dataverse. The number of documents you can upload is based on the available file storage in your Dataverse environment.
Image, audio, video, and executable files aren't supported. Learn more in Supported document types.
Uploading a document
Warning
Contents of the files you upload will be available to all users irrespective of file permissions or access controls.
To upload a document for generating answers:
- Select the required agent.
- Select Content Sources from the menu.
- Under Upload a document, drag and drop files and folders into the box or select Click to browse to upload.
- Select Save at the top of the AI capabilities page.
Once uploaded, the document can take a few minutes for its contents to be ready for use by the agent.
Uploaded documents create new copies and don't overwrite existing documents, even if they have the same name.
Tip
Uploading documents with the same name can result in duplicate files. We recommend that you add a version number to the latest file before the upload to distinguish it from the previous version.
The uploaded document becomes part of the agent's solution. Any exported or imported solution includes the documents.
Download or delete a document
To download or delete an uploaded document, find and select the download or delete icon near the document name.
Supported document types
The following file types are supported:
- Word documents (doc, docx)
- Excel spreadsheets (xls, xlsx)
- PowerPoint documents (ppt, pptx)
- PDF documents (pdf)
- Text documents (txt, md, log)
- HTML files (html, htm)
- CSV files (csv)
- XML files (xml)
- OpenDocument files (odt, ods, odp)
- EPUB documents (epub)
- Rich Text Format documents (rtf)
- Apple iWork documents (pages, key, numbers)
- JSON files (json)
- YAML files (yml, yaml)
- LaTeX files (tex)