> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/omni-ai-add-on-feature/knowledge-base.md).

# Knowledge Base

AI works like a human in many ways, and its knowledge base functions as its brain. The information you add to the knowledge base is what the AI uses to understand and answer questions.

If the knowledge isn't there, the AI won't be able to respond. But when the content is clear, accurate, and complete, the AI can handle more questions and provide more helpful answers.

That's why creating a well-structured knowledge document is important for making your AI assistant truly effective.

#### Access Roles

Administrator, Manager, Customer Service Manager, Marketing

#### Overview

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FVNoVK2YHgVX76k8zLT23%2Fpage%20overview%20(edited.png?alt=media&amp;token=52fa5a3c-8d4c-4a21-8145-08c33f1f1bb0" alt=""><figcaption></figcaption></figure>

1. Add Document:
   * Supported file formats: .csv, .doc, .docx, .pdf. Other formats are not accepted.
   * File size limit: 20MB.
   * No specific formatting requirements for CSV file contents.
   * Files with the same name (including extension) will replace the existing ones.
   * If a file is used by an AI Agent, updates will apply automatically.
     * AI responses will follow the latest file content.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FWm15GZk1QtlKCpPIrAQu%2Freplace%20(edited.png?alt=media&amp;token=a25a44d0-332d-471e-87d6-dbc2cd94fcfc" alt="" width="563"><figcaption></figcaption></figure>

2. Knowledge Document Name:
   * Documents are sorted by last updated time, with the most recent ones at the top.
   * File names are shown in their original names including file extensions.
3. Status:
   * Processed: The AI has finished processing the file. It is now available for use by AI Agents.
   * Processing: The AI is still processing the file. It cannot be used by AI Agents yet.
   * Failed to process: The AI failed to process the file, so it cannot be used.
     * You can hover over the status to view the error message. Please send the error details to the customer support team or your consultant for further assistance.
     * If the issue is caused by a system error, please wait until the problem is resolved, then use the reprocess option in the Action menu to upload the file again.
4. Action:

<div align="left"><figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FQHFkmlHKxOxxVBajapiy%2Faction(edited.png?alt=media&amp;token=9f078fea-9d34-47bd-986b-e17dd393b5a0" alt="" width="185"><figcaption></figcaption></figure></div>

* Download: Allows you to download the original Knowledge Document.
* Delete:
  * If the file is currently used by an AI Agent, it cannot be deleted. The system will show a message indicating that the file is in use.
  * The message window includes a shortcut link to open the Agent settings in a new tab, making it easier for you to adjust the settings later.

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FSJzMCTNdyd1BRL3knwJr%2Fcan%20not%20be%20deleted%20(edited.png?alt=media&amp;token=9b1c3846-6441-4a9e-83d9-3d1c5f86d28e" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="success" %}
**Recommended Way to Write a Knowledge Document**

💡 **Service Agent**

* Creating a Q\&A set in CSV file:
  * Column 1: Frequently asked questions.
  * Column 2: Suggested answers.
  * You may use extra columns to include extra details, such as question category or reference links.
  * See the example below for content.

💡 **Sales Agent**

* Creating a product list in CSV file:
  * You can include product details such as product name, product image (must be a URL), product description, price, and URL.
  * You may also add extra columns for any other information as needed.
  * See the example below for content.

💡 **Things to note when uploading a knowledge document:**

* The system does not support image recognition and only reads plain text in the file.
* To ensure accurate responses, make sure the file includes sufficient and well-structured text content. The more complete the information, the better the AI can respond.
  {% endhint %}

Examples using a CSV file:

<figure><img src="https://2848678129-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F3u2I1osIy6mEi07X1z46%2Fuploads%2FL547jL1qQYYidbwdYVDd%2FExamples%20using%20CSV%20file.png?alt=media&amp;token=4ade843b-c5f8-4c25-a6e9-6c29370c4a6f" alt=""><figcaption></figcaption></figure>