Documents are another content source that can be added to Knowledge and enabled for both Fin AI Agent and Copilot. Simply upload a PDF or DOCX file and the text content from the file will be scraped and made available for AI to use within minutes.
Similar to Snippets, content from these documents is a private source so your customers will not see any link references to them in Fin’s responses. The content is only there to be accessible to teammates in your workspace and improve AI answer quality and coverage.
Upload a document to Knowledge
Documents can be uploaded from Knowledge > Sources.
Scroll down to “More content sources” where you’ll see Documents and select Upload document.
The total number of documents currently uploaded to Knowledge will be shown here.
Next, choose your PDF or DOCX file or drag and drop it in the modal.
Once added, you will see a success message to say the file was uploaded successfully and then processed. Documents will be visible on the Content page within a few minutes and will usually be available for Fin and Copilot to use within 10 minutes (if enabled).
Note:
Each document uploaded has to have a unique name with unique content.
Only text format is supported (i.e. if you can select the text from the PDF, Fin and Copilot can use it).
Text within table format is also readable by Fin and Copilot.
Images from documents are not scraped.
Documents larger than 45 MB cannot be imported.
Encrypted or password protected documents are not supported.
Each workspace has a limit of 100 documents you can upload.
Multi-column documents are not supported:
Managing documents in Knowledge
Update or delete a document
Documents can be re-uploaded or deleted by navigating to Knowledge > Content and opening the document (you can search and filter by Document at the top of the Content page).
In the document view you can choose to Delete or Re-upload and select a new copy of the document you want to replace this with.
Documents are view-only and can’t be edited directly within Knowledge. If you want to update the content, the document source will need to be updated and then re-uploaded to Knowledge.
Enable/disable documents for Fin and Copilot
If you want to enable or disable documents for Fin and Copilot, go to Knowledge > Content and open the document (you can search and filter by Document at the top of the Content page).
Then from the Details panel navigate to “Fin settings” and toggle on/off the options for:
Fin AI Agent - This setting will make the document available for Fin to use when responding to customers (it will respect any audience rules).
Copilot - This setting will make the document available for Copilot to use when answering teammates questions in the inbox.
Fin AI Agent answer behavior
When a document is used as a content source in an AI answer, the customer is not shown a link to the document. Instead, they will see a message saying AI answers are generated based on both public and private sources provided by [your company name].
Copilot answer behavior
When a document is used as a source in a Copilot answer, the teammate is shown a preview of the document which they can click on to open in the right sidebar.
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