Documents

Documents are the quickest way to teach your agent what's already written down: product guides, returns and delivery policies, price lists, manuals and onboarding packs. Upload a file, train it, and your agent answers from its text.

Supported files

Each file can be up to 10 MB. OrbitBase keeps up to 500,000 characters of text from a single document — enough for a very long manual — and anything beyond that isn't used. If you have a larger document, split it into several files.

Upload documents

1. 1

   Open Documents

   In the sidebar, click Sources, then Documents.

2. 2

   Add your files

   Under Add documents, drop files onto the box, or click Drop files here or click to upload to choose them. You can add several at once. Remove a file before uploading with the cross next to its name.

3. 3

   Upload

   Click Add document (or Add 3 documents, and so on, for several). When the upload finishes you'll see how many documents were uploaded. Each one appears in the list with the status Uploaded.

4. 4

   Train

   Click Train all to train every document that's waiting, or open a document's row menu and click Train to train just that one. The status changes to Training, then to Trained when your agent can use it — usually within a few minutes.

View a document

Click a document in the list to open it. You'll see the text OrbitBase extracted from it — this is exactly what your agent learns from, so it's worth a quick look to check nothing important is missing. From the Actions menu you can Train the document again or Delete it.

If the document couldn't be trained, the reason is shown at the top of the page.

Update a document

Documents don't update themselves. When a policy or price list changes:

1. Delete the old document.
2. Upload the new version and train it.

Deleting first matters: if the old and new versions disagree, your agent may quote either.

Delete documents

Owners and admins can delete documents. Open a document's row menu and click Delete, or select several rows and click Delete — the button shows how many you've selected, such as Delete (3). Deleting removes the file and everything your agent learned from it. This can't be undone.

Troubleshooting

"We couldn't find any text in this file."

The file opened but had no readable text — usually a scanned PDF. Export it again with text recognition (OCR) turned on, then upload it again.

"That document is already in your knowledge base as …"

OrbitBase compares the text of every document, so the same document can't be added twice — even if it's been re-exported under a different name. Use the existing one, or delete it first if you're replacing it.

"Unsupported file type. Use PDF, DOC, DOCX, or TXT."

Only those four formats are accepted. Save or export the file in one of them. For Google Docs, download it as DOCX or PDF.

"That file doesn't look like the type it claims to be."

The file's contents don't match its extension — for example, a file renamed to .pdf. Re-save it as a real PDF, DOC, DOCX or TXT file and try again.

"File must be 10MB or smaller."

Split the document into smaller files, or compress the images inside it, then upload again.

"That document is too large to read once unpacked."

Some Word files are small on disk but very large inside. Split the document into smaller files and upload them separately.

"Not enough training storage"

Your plan's knowledge storage is full. Upgrade your plan, or delete a source you no longer need. Storage is measured on the text a document contains, not its file size.

Next steps