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Overview

File items allow you to upload documents that will be processed and indexed. File upload interface showing drag and drop area and file list

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When to Use File Items

File items are ideal for:
  • Product manuals and documentation
  • Technical specifications
  • Policy documents
  • Training materials
  • Comprehensive guides

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Supported File Formats

FormatExtensionMax SizeProcessing Time
PDF.pdf21 MBDepends on file
Word Document.docx21 MBDepends on file
Word Document Legacy.doc21 MBDepends on file
Text File.txt21 MBDepends on file
HTML File.html21 MBDepends on file
EPUB.epub21 MBDepends on file

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Requirements

FieldRequirementValidation
Document NameRequiredAuto-filled from filename, editable (1-100 chars), shows character count
FilesRequiredAt least one file, max 21MB per file

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Step-by-Step Process

  1. Navigate to Knowledge Base
  2. Upload Files
    • The “Add Document” modal opens
    • Drag and Drop: Drag files into the upload area (shows “Drop files to upload”)
    • Click to Browse: Click the upload area to select files from your computer
    • Supported formats: PDF, DOCX, DOC, TXT, HTML, EPUB
    • Max size: 21 MB per file
  3. Review Uploaded File
    • Once uploaded, the file appears with:
      • File icon and type indicator
      • Filename
      • File size
      • Remove button (X icon) to delete the file
  4. Edit Document Name
    • Document name is auto-filled from the filename
    • Edit the name in the “Document Name” field (1-100 characters)
    • Character counter shows current length (e.g., “27/100”)
    • File extension (e.g., “.docx”) is displayed next to the name field
  5. Save or Cancel
    • Click “Save” to create the knowledge base item
    • Click “Cancel” to close without saving
    • Click “Clear” to remove the uploaded file and start over
    • Processing begins automatically after saving
Each uploaded file becomes a separate knowledge base item. You can upload multiple files in one session, but they’re processed individually.

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File Upload Best Practices

File Preparation:
  • Ensure files are not password-protected
  • Verify files open correctly on your computer
  • Check file size (max 21MB per file)
  • Use clear, descriptive filenames
Content Quality:
  • Use well-formatted documents with clear headings
  • Ensure text is extractable (not just images)
  • Avoid complex layouts that may not parse well
  • Include relevant metadata in filenames
Example Filenames: 
Good: "Product_Manual_2024.pdf"
Good: "Return_Policy_Q1_2024.docx"
Bad: "doc1.pdf"
Bad: "file_final_final_v2.pdf"

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File Processing

After upload, files go through these stages:
  1. Upload: File is uploaded to the server
  2. Reading: Content is extracted from the file
  3. Ingestion: Content is indexed for retrieval
  4. PROCESSED: Item is ready for use (shown as “completed” in dashboard)
If a file fails at any stage, you’ll see an error status. Common issues include password-protected files, corrupted files, or unsupported formats.

Creating Items

Overview of all item creation types

Text Items

Learn how to create text content

URL Items

Learn how to import web content

Status Lifecycle

Understand file processing states