How to add documents and texts to the knowledge base
Upload files or write texts in the knowledge base so the AI can respond with your company’s information.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
The AI only responds with what’s in the knowledge base. You can upload ready-made files, like a pricing PDF, or write the text directly on the screen. Short documents with just one topic give better answers than one big file with everything.
Where to find it in Cognizy
Before you start
- Create the knowledge base first.
- Separate the content by topic: hours, prices, cancellation rules.
Step by step
- Step 1:
In , click the knowledge base that will receive the document.
- Step 2:
To upload a file, drag it to the dashed area or click it and choose it on your computer. It accepts PDF, DOCX, TXT, CSV, HTML, MD, and JSON.
- Step 3:
To write the text directly on the screen, click Add text manually.
- Step 4:
Give it a title that says the topic and paste or write the content. Write it the way you would explain it to a new support agent.
- Step 5:
Click Save.
- Step 6:
The document appears in the Documents list. From then on, the AI already uses that content.
How to know it worked
The document appears in the knowledge base list, with the number of chunks it was split into.
If it doesn’t work
The file was not accepted.
Check the format: PDF, DOCX, TXT, CSV, HTML, MD, or JSON. A PDF that is only an image, like a scanned document, has no text for the AI to read: write the content using the Add text manually option.
The AI still doesn’t respond with the new content.
Use the Test search field, on the same screen, and ask the question the way the customer would. If the right chunk doesn’t appear, make the document shorter and more direct.
Next step
Test what the AI finds in the knowledge base before putting it to work.
Sign in with your Cognizy account to save your progress.
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