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This is an administrator-only feature. Only users with admin privileges can upload and manage documents for the AI.

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Why upload documents?

Uploading to the knowledge base (also called AI Master Prompts) gives the assistant literally word-for-word context from your own playbooks. If something is documented there, the AI can surface it in chat; if it isn’t, the AI can’t make it up. Common use cases include:

Policies & Procedures

Employee handbooks, compliance policies, benefits information

Process Guides

SOPs, onboarding instructions, escalation paths

Technical Notes

System diagrams, integration guides, troubleshooting checklists

Reference Material

Templates, best-practice summaries, research briefs

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Where to upload

  1. Go to Dashboard → Administration → AI Master Prompts (older builds label this under Admin Panel → AI Settings).
  2. Create a Master Prompt (collection) with the + Create Prompt button, or open an existing one.
  3. Inside the prompt editor you’ll see the Upload Document option for adding files to that collection.

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Supported formats

The uploader accepts text-based files (PDF, DOC/DOCX, TXT, MD). Scanned PDFs without selectable text should be run through OCR first so the AI has something to read. If a file fails to parse, convert it to PDF or plain text and retry.

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Upload workflow

1

Pick the collection

Choose the Master Prompt (collection) that should own the document. Collections help keep related material together.
2

Select your file or files

Use the Upload Documents button in the top-right corner of the prompt editor and pick files from your computer.
3

Set availability

Turn on Available to AI if you want the assistant to start using the document right away. Leave it off to stage drafts.
4

Upload and wait for processing

The system extracts text, indexes it, and marks the document as Processing, then Active when it’s ready. Large files can take a minute.

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After upload

  • Documents show up in the Knowledge Base list with their status (Processing, Active, Disabled).
  • You can toggle availability at any time without deleting the file.
  • A single upload is stored centrally—once it’s processed you can attach that same document to any Master Prompt without uploading duplicates.
  • Always sanity-check by asking the AI a question that should be answered by the new document.
If the AI doesn’t surface the new content, double-check that the document is Active, Available to AI, and contains selectable text.

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Keep uploads clean

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Titles & descriptions

Clear

“Finance - Policy - Expense Reimbursements (Apr 2024)”

Unclear

“policy_final_v7(1).pdf”

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Document quality

Headings, bullet lists, and tables give the AI anchor points.
Disable or delete outdated versions so the assistant doesn’t recite stale guidance.
Upload the whole SOP or policy rather than snippets; partial context can lead to partial answers.

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Troubleshooting

ErrorLikely causeFix
Upload stuck on ProcessingFile is huge or text couldn’t be extractedTry a smaller split file or re-export as text-based PDF
“File type not supported”Unsupported extensionSave/export as PDF, DOCX, MD, or TXT
“No text extracted”Scanned image PDFRun OCR before uploading
Users still see old infoOld document still ActiveDisable or delete outdated versions and re-ask the AI
If processing fails repeatedly, download the file, confirm it opens locally, and re-upload. Password-protected or corrupted files can’t be indexed.

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What’s next?