AI Knowledge Base
The Knowledge Base (also called the Reference Library) lets you upload files the AI Assistant can pull facts from when answering a lead. Use it for anything you’d otherwise paste into the AI Instructions field that’s too long or changes too often — service menus, price sheets, FAQs, warranty terms, or policy documents.
Getting here
In Auto-Respond, go to Sources → select a source → Messaging Settings → Conversation Setup tab → click AI Assistant at the top → scroll to the Knowledge Base / Reference Library section.
Only applies when the source is in AI Assistant mode. In Predefined Messages mode there’s no AI to read the files.
What you can upload
- File types:
.pdf,.doc,.docx,.txt,.csv,.xls,.xlsx - How many: up to 3 files per source
- Operations available: upload, download, delete
Options
Upload file
- Label: upload button in the Knowledge Base panel
- Default: no files uploaded
- When in use: the AI can reference the contents of your uploaded files while generating replies. Facts in the files are treated as authoritative context alongside the AI Instructions field.
- When empty: the AI relies only on the AI Instructions, Pricing, and Services Not Providing fields.
- Use this when: the information is too long to fit in the AI Instructions (5,000 chars) or changes often enough that a single file is easier to keep current than re-editing a text field.
Download file
- Label: download button on each uploaded file
- What it does: re-downloads the original file you uploaded. Useful if you lost the source document and want to edit and re-upload it.
Delete file
- Label: delete button on each uploaded file
- What it does: removes the file from the Knowledge Base. The AI stops referencing it on the next conversation. Does not affect conversations that have already been sent.
What to upload
Good candidates:
- Service catalogue — every service you offer with a short description of what’s included.
- Price sheet — full per-service pricing if you want the AI to quote line-items beyond the short Pricing field.
- FAQ document — common lead questions and your preferred answers.
- Warranty / policy / terms — so the AI can quote policy accurately when a lead asks about cancellations, guarantees, or service windows.
- Service-area list — cities, neighbourhoods, or ZIP codes you cover.
- Team bios / credentials — experience, certifications, licenses.
Less good:
- Marketing PDFs full of images — the AI reads text, not graphics.
- Giant multi-hundred-page documents — shorter, focused files work better.
- Internal pricing or commissions that the AI should never quote.
How it behaves
- Welcome message: the AI can pull from the Knowledge Base as early as the first reply if the lead’s question needs it.
- During a conversation: the AI keeps referencing the files across every reply.
- Priority: if information in a file conflicts with the AI Instructions or Pricing fields, the AI generally leans on the structured fields you’ve filled in (they’re treated as your most explicit guidance). If you want the file to win, make sure the AI Instructions don’t contradict it.
- Updates: when you upload a new version of a file, the AI starts using the new version on subsequent conversations.
Keep files focused and under a few pages each. One clean price sheet plus one FAQ document is more useful than one giant PDF containing everything.
Troubleshooting
- The AI isn’t using information from my file: confirm the file was actually uploaded (it should appear in the list), that the content is text (not scanned images), and that nothing in the AI Instructions contradicts the file. Try asking a test lead question that specifically requires the file to answer.
- Upload button is greyed out: you’re already at the 3-file limit. Delete one first.
- File upload fails: check the extension — only
.pdf,.doc,.docx,.txt,.csv,.xls,.xlsxare accepted.
Questions? Email support@auto-respond.com.