How to Add Files as Knowledge Sources in BoldDesk AI 2.0
BoldDesk AI your support information exists in document format, such as product manuals, policy documents, internal guides, or onboarding files, and has not yet been converted into Knowledge Base articles. BoldDesk AI 2.0 allows administrators to upload files as AI knowledge sources. Uploaded files are processed and indexed so AI 2.0 can reference their content when generating responses for customer queries.
Use files as AI knowledge sources when you need AI 2.0 to reference information stored in documents, such as:
- Product manuals
- Process documents
- Policy documents
- Internal support guides
- Onboarding documents
- Structured PDF or Word documentation
Prerequisite
Before an agent adds files as AI knowledge sources in BoldDesk AI 2.0, ensure the agent’s AI Agent Builder Access is set to Full access. If the access is set to Restricted, the agent cannot view, edit, or delete AI agents. Explore How to Configure AI Agent Builder Access Permission.
Supported File Formats
BoldDesk AI 2.0 supports the following file formats for AI knowledge sources:
- Microsoft Word documents:
.doc,.docx,.docm,.dot,.dotx,.dotm
How to Add Files as AI Knowledge Sources
Follow these steps to upload a file as an AI knowledge source in BoldDesk AI 2.0.
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In the left navigation pane, click the AI icon to open the AI Center.
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In the AI Center, click Knowledge Sources.
This opens the Libraries page in BoldDesk. -
Do one of the following:
- To use an existing library, select the required library from the list, click the More options icon, and then click Edit.
- To create a new library, click Create Library, enter the Library Name and optional Description, and then click Create.
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In the selected library, click the Files tab.
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Click Add Files.
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Upload the file using one of the available options:
- Click to Upload
- Drag and Drop
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Configure the Number of Chunks, if required.
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Add the file source.
What Happens After a File Is Added
After a file is added to a library, BoldDesk AI 2.0 processes and indexes the file content. The indexed content can then be used by AI 2.0 when generating responses, depending on how the library is linked to the relevant AI Agent or AI-supported feature.
- Files added under AI Center > Knowledge Sources > Libraries > selected library > Files should contain accurate, current, and approved support information. AI 2.0 can use the indexed file content when generating responses, so outdated or incorrect documents may reduce response accuracy.
- Use Knowledge Base articles for structured, published help content. Use Files when the source information is available as a document, such as a product manual, policy document, internal support guide, or onboarding file.
- The Number of Chunks setting controls how BoldDesk splits the uploaded file content for AI processing. Select a value that preserves enough context while keeping the content easy for AI 2.0 to retrieve.
Frequently Asked Questions
1. When should I add files as AI knowledge sources in BoldDesk AI 2.0?
Use files as AI knowledge sources when your support information is stored in document format, such as product manuals, policy documents, process documents, internal support guides, onboarding documents, or structured PDF and Word documentation.
2. Which file formats are supported for AI knowledge sources?
BoldDesk AI 2.0 supports PDF and Microsoft Word document formats, including .doc, .docx, .docm, .dot, .dotx, and .dotm.
3. Where do I upload files as AI knowledge sources in BoldDesk AI 2.0?
To upload files, go to AI Center > Knowledge Sources > Libraries, select the required library, open the Files tab, and click Add Files.
4. What happens after I add a file to a library?
After a file is added to a library, BoldDesk AI 2.0 processes and indexes the file content. The indexed content can then be referenced by AI 2.0 when generating responses, depending on how the library is linked to the relevant AI Agent or AI-supported feature.
5. Should I use files or Knowledge Base articles as AI knowledge sources?
Use Knowledge Base articles for structured, published help content. Use Files when the source information is maintained in document format and does not need to be converted into a Knowledge Base article.
6. What does the Number of Chunks setting do when adding files?
The Number of Chunks setting controls how BoldDesk splits uploaded file content for AI processing. Select a value that preserves enough context while keeping the content easy for AI 2.0 to retrieve and use in responses.
