How to attach media to knowledge base articles
Link a photo, PDF, or video to a knowledge base article: when the AI uses that article to reply, it sends the media along with it.
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 can find media through search, based on the description. But the most reliable way is to attach the media to an article: whenever the AI replies with that article, the media goes along with it. This works great for price tables, directions maps, menus, and manuals.
Where to find it in Cognizy
Before you start
- Make sure you have the media uploaded in Photos and files and at least one article in the knowledge base.
- Only the owner and admins can edit media.
Step by step
- Step 1:
In , on the media card, click the button that shows the number of articles (0 articles).
- Step 2:
The Attach to knowledge base articles window opens. In Available articles, search for the article by title.
- Step 3:
On the article's row, click Attach.
- Step 4:
The article moves to Attached to. To undo it, click Detach. A media file can be attached to multiple articles.
How to know it worked
The article appears under Attached to. When the AI replies to a customer using that article, it sends the media in the same conversation.
If something goes wrong
It shows No articles available to attach.
The knowledge base doesn't have any articles yet, or they're all already attached. Create a document in Serve › Knowledge base and come back.
The AI didn't send the media.
It only sends the media when it uses the attached article to reply. Test the question in Test the AI search, on the media screen, and check whether the article answers that question.
The media is sent along with the wrong replies.
The attached article is too broad. Attach it to a more specific article, or split the article.
Next step
Test the AI search on the media screen to see which media it would find for each question.
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