Fill the knowledge base
The documents the agent reads to answer, and how many your plan allows.
The knowledge base holds the documents the agent reads before answering. It is what separates a correct answer from a polite one: without it, the agent has nothing to read about your company.
The screen is called "Knowledge Base" (app.echo-group.ca/support/files). It is part of the paid plans, which allow 5 documents on Essential, 20 documents on Pro and 100 documents on Business; the free plan allows none and the menu entry does not appear at all. The screen is open to the owner, the administrators and the managers.
Adding a document
- Click "Add": the "Upload Document" dialog opens.
- Fill in "Category". The field is required — the upload button stays inactive while it is empty. It is your own filing: "Product", "Shipping", "Billing", whatever you like.
- "File name" is optional. Left empty, the name of the file you dropped is kept.
- Drop the file in the zone, or click it to pick one. One file at a time.
- Click "Upload".
The formats accepted
| Format | What Echo does with it |
|---|---|
| The text is extracted from the document before indexing. A PDF of scanned pages therefore goes through as well, but what comes out is worth what the scan is worth. | |
| TXT | Read as it is, with nothing in between. |
| CSV | Turned into text before being indexed. |
The drop zone accepts those three formats and no others. A Word document, a spreadsheet or a web page have to be saved as PDF or TXT before they can be added.
What the agent does with it
When a question calls for it, the agent searches the documents of your organization — and of it alone: every organization has its own space, and no search ever crosses it. It keeps at most 5 passages, then answers from what it read there.
Your help centre articles feed the same base without you uploading anything: an article is indexed as soon as it is published, and taken back out of the index the moment it returns to draft or is archived. The foot of the widget also carries a "Help center" link to those published articles.
The ceiling, and making room
Once the ceiling is reached the upload is refused and the message states the limit. To add, you have to remove: the "…" menu at the end of each table row carries "Delete", and the confirmation dialog reminds you the action cannot be undone.
A document re-added under the same file name replaces the previous one instead of sitting beside it. And a file whose content has not changed is not indexed a second time — sending it again therefore costs you no extra slot.