Manage Chatbot Documents (Upload + Library)

Quick Setup

Upload a PDF and manage the library in about 5 minutes. Keep the page open until the upload finishes.

This guide helps you upload PDFs to the chatbot knowledge base and manage the document library. AVA checks the file first, then your browser sends it directly to S3. If your merchant uses Agent mode, you also see an Agent Wiki status column. AVA refreshes the list automatically while new documents are processing. If a document hits an ingest error, the row keeps the latest status and error message after refresh.

Go to: Chatbot → Documents

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Quick Reference

Task	Where to click	Result
Start an upload	Upload Document	The upload flow opens
Choose a file	File picker	Streamliner checks the PDF first
Send the file	Browser upload step	The PDF goes directly to S3
Add a purpose (optional)	Purpose step	Staff can see why the document exists
Finish upload	Finish	Document is created and queued
Keep the page open	Same browser tab	Upload and finalize do not interrupt
Wait for processing	Auto-refresh in the list	Status updates without manual refresh
Review Agent Wiki sync	Agent Wiki column	See queued, processing, deactivating, ready, failed, inactive, or not synced
Review ingest errors	Status badge or row message	See why a document did not finish
Search documents	Search bar + press Enter	List filters by keyword
Filter by status	Status dropdown	Show Active or Inactive only
Enable or disable	Enable / Disable action	Status updates after AVA finishes the ingest job
Delete documents	Delete or Delete (n)	File(s) removed after confirmation

Plan Access

• Chatbot document tools require a paid plan.
• Free-tier accounts see an upgrade prompt instead of the document library.

To upgrade, go to Settings → Billing & Subscription.

Before You Start

Confirm these requirements:

• You have permission to manage Chatbot documents
• Your file is a PDF between 1 KB and 6 MB
• You are signed in to Streamliner
• You keep the tab open until upload and finalize finish

Upload a Document

1. Go to Chatbot → Documents

2. Click Upload Document

   ✓ The upload flow opens.

3. Select a PDF.

   ✓ Streamliner checks the file and prepares the upload.

4. Complete the browser upload step.

   ✓ The PDF uploads directly to S3.

5. (Optional) Add a short purpose, then click Continue

   ✓ The purpose is saved with the document.

6. Review the summary and click Finish

   ✓ You return to the document library.

Keep the tab open

Do not close, refresh, or navigate away while upload or finalize is running. If the tab closes, start a new upload from Chatbot → Documents.

What happens next

The document enters processing. The list keeps checking for updates until the file finishes indexing.

Understand Document Status Badges

Status	What It Means
Processing	The document is being indexed and is not ready yet
Deleting	The document is queued for removal
Active	The chatbot can reference this document
Inactive	The document stays in the library but is not used

About status updates

New uploads may stay in Processing for a short time. The page updates the list automatically until the status changes. If processing fails, the latest error stays visible until you replace the file.

Understand Agent Wiki Status

Status	What It Means
Queued	AVA has sent the document to Agent Wiki and is waiting to start
Processing	Agent Wiki is indexing the document now
Ready	Agent Wiki can use this document
Failed	The ingest did not complete
Deactivating	Agent Wiki is turning off this document
Inactive	Agent Wiki is not using this document
Not synced	Agent Wiki ingest has not started yet

About Agent Wiki status

You only see this column when the merchant uses Agent mode. When you disable a document, you may see Deactivating before Inactive. The page keeps refreshing while this status is Queued, Processing, or Deactivating. Inactive appears only after AVA finishes the Agent Wiki update. If retries run out, the row can show Failed instead.

Search and Filter Documents

1. Type a keyword in the Search bar

2. Press Enter to apply the search

3. Use the Status dropdown to filter Active or Inactive

4. Click the X in the search bar to clear the search

   ✓ The full list returns.

Enable or Disable a Document

1. Find the document in the list

2. Click Enable or Disable

3. Confirm the action

   ✓ The status updates in the table. AVA keeps polling the ingest job until it finishes. You may see Deactivating for a short time before Inactive appears.

Why the row can stay busy

AVA now waits for the final ingest result before it updates the document status. If the async path is unavailable, AVA falls back to the legacy sync flow.

Delete Documents

Delete a Single Document

1. Click Delete on the document row

2. Confirm the action

   ✓ The document is removed from the list.

Delete Multiple Documents

1. Select documents using the left-side checkboxes

2. Click Delete (n) in the summary bar

3. Confirm the action

   ✓ The list refreshes after the delete job completes.

Troubleshooting

Only PDF files are allowed

What you see: Upload fails with a PDF-only error.

Fix:

1. Convert the file to PDF
2. Retry the upload

File size must not exceed 6MB

What you see: Upload stops and shows a size warning.

Fix:

1. Compress the PDF or split it into smaller files
2. Upload one file at a time

Finish button stays disabled

What you see: You cannot complete Step 3.

Fix:

1. Wait for the browser upload step to finish
2. If the file link is missing, reselect the PDF and upload again
3. Try Finish again

The tab closed during upload

What you see: The upload does not appear in the library after you close or refresh the page.

Fix:

1. Go back to Chatbot → Documents
2. Start a new upload
3. Keep the tab open until Finish completes

Search returns no results

What you see: The table is empty after you search.

Fix:

1. Clear the search with the X
2. Press Enter after typing a shorter keyword
3. Remove the Status filter to show all documents

A document stays in Processing

What you see: The status stays Processing for a long time.

Fix:

1. Wait a few minutes for the automatic refresh to run
2. Refresh the page once
3. If it still does not change after 30 minutes, contact support

A document shows an ingest error

What you see: The row shows an error message or Agent Wiki shows Failed.

Fix:

1. Read the error message on the document row
2. Confirm the file is still a valid PDF and under 6 MB
3. Upload a corrected copy of the document
4. If the same error returns, contact support

Delete fails or does nothing

What you see: The document remains after confirming delete.

Fix:

1. Refresh the page and check the status badge
2. Try the delete again
3. If it persists, contact support

Still Stuck?

Contact success@vouch-technologies.com if:

• ❌ Uploads fail after multiple attempts
• ❌ Documents stay in Processing for more than 30 minutes
• ❌ Documents show the same ingest error after you re-upload them
• ❌ Deletes do not complete after refresh

Helpful to include:

• File name(s) and status
• Screenshot of the document table
• Time the issue started

Related Guides

• Set Up Your Chatbot
• Style the Chatbot Widget
• Create a Live Chat Link for Guests