Knowledge Upload Troubleshooting
Use this page when uploaded or staged knowledge is not available to the agent yet.
Why it matters for your business
- Save money: resolve setup issues before Guests receive incomplete answers.
- Work faster: know whether the issue is upload, review, approval, or testing.
- Standardize service: keep the agent using approved content only.
- Delight every Guest: avoid answers based on missing or outdated information.
Common issues
The agent cannot answer from a file
Check whether the file was uploaded, processed, and approved. If it is still pending review, the agent may not use it yet.
Website content is missing
Confirm that the website URL is correct and that the page is public. Review staged content before expecting the agent to use it.
The wrong content appears
Remove or reject outdated content. Then test the agent again with a direct question.
The file type is not accepted
Use standard document formats supported by the app. If a document is complex, convert it to simpler text before uploading.
Step-by-step checklist
- Open Knowledge base.
- Confirm the content is visible.
- Check whether it needs review.
- Approve accurate content.
- Reject content the agent should not use.
- Test the agent.
- Contact support if processing appears stuck.