Manage AI Source 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, import website sources, and manage the document library. AVA checks the file first, then your browser sends it directly to S3. This guide also helps you review Agent Wiki conflicts and retry failed updates when the answer engine is Agent (Pi). If the answer engine is Agent (Pi), you also see an Agent Wiki status column and a Conflicts tab. AVA refreshes the list automatically while documents, wiki updates, or conflict updates are processing. When a terminal update finishes, AVA keeps refreshing document rows until the final status appears. If Streamliner's local polling window ends first, the document stays Processing until AVA reads the remote result.

Agent (Pi) properties always open the Knowledge Wiki library, even before migration finishes. An empty library can accept its first PDF and publish its first wiki update. Original RAG documents are not copied automatically when you upload the first Wiki V2 document.

For properties adopting Knowledge Wiki V2, AVA keeps the current knowledge active until adoption succeeds. After activation, adopted chatbot requests use the new wiki while preserving your bot instructions and streaming replies. The same approved source access can support applicable phone, video, staff-assist, and email features.

RAG hides Agent Wiki controls

If the chatbot answer engine is RAG, you only see the document library. The Agent Wiki column, Conflicts tab, warning banner, and resolution workspace stay hidden. Switch to Agent (Pi) to review wiki updates.

Go to: Communication Hub → AI Sources → Documents

Existing bookmarks still work

Old Chatbot → Documents links redirect here and preserve Missing information filters.

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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
Handle a slow Agent Wiki job	Keep the document in Processing	AVA reconciles the original job later
Check a Knowledge Wiki V2 adoption	Wait for activation to finish	The current knowledge stays active until success
Track wiki updates	Top progress panel	Visible only in Agent (Pi) mode
Review Agent Wiki sync	Agent Wiki column	Visible only in Agent (Pi) mode
Review conflicts	Conflicts tab or warning banner	Visible only in Agent (Pi) mode
Start an empty Agent Pi library	Upload documents	Available before migration finishes
Publish the first Wiki V2 update	Update wiki	Publishes your pending documents
Apply conflict resolutions	Staged conflict actions	Visible only in Agent (Pi) mode
Retry a failed update	Retry failed update or Retry wiki update	Visible only in Agent (Pi) mode
Restart a stalled update	Restart update	Available after 10 minutes without progress
Review update 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 update
Delete documents	Delete or Delete (n)	File(s) removed after confirmation

Regenerate Document Knowledge

Agent Wiki initially uses one shared knowledge layout for existing properties. Regeneration changes active sources into separate document bundles.

Before you regenerate

Your current knowledge stays active until regeneration finishes successfully. Keep the page open while AVA processes the sources.

1. Go to Communication Hub → AI Sources → Documents

2. In the Sources tab, click Regenerate knowledge.

   ✓ AVA shows an Agent Wiki progress panel.

3. Wait until the panel says Agent Wiki is up to date.

   ✓ The AI Usage tab appears after successful regeneration.

Properties that have not regenerated keep their existing shared-source behavior. Normal uploads and source updates keep the separate-bundle layout after migration.

Understand Knowledge Wiki V2 adoption

Knowledge Wiki V2 adoption moves a property to the newer answer path after its sources finish processing. AVA does not switch the active knowledge until the adoption succeeds. This keeps existing chatbot answers available during migration.

After activation:

• Adopted chatbot requests use Knowledge Wiki V2.
• Saved Bot Instruction and fallback behavior continue to apply.
• Streaming replies continue using the existing guest-chat behavior.
• Source access can include AI Phone, AI Video, Staff Assist, and Email Autodraft when enabled.

Start with an empty Agent Pi library

If your property already uses Agent (Pi), open Knowledge Wiki immediately. This remains true while migration or publication readiness is still processing.

1. Open Communication Hub → AI Sources → Documents.

2. Open Knowledge Wiki, then click Upload documents.

3. Choose Add as new document, then select your PDFs.

4. Review the pending documents and click Update wiki.

   ✓ AVA publishes the first Wiki V2 update after processing finishes.

Your existing RAG documents remain separate. Upload them again when you want their content in the Wiki V2 library.

Migration remains separate

Uploading documents does not start migration or mark migration complete. Use Advanced Settings → Answer Engine when you need to migrate existing RAG documents.

Adoption timing

Knowledge Wiki V2 adoption is started for eligible properties during rollout. It does not automatically start a bulk migration for every property. Keep your current documents available until support confirms adoption is complete.

Start or monitor migration

Migration copies supported documents into Wiki V2. It does not delete your original RAG documents. RAG remains active until the migration finishes successfully.

1. Go to Communication Hub → Chatbot → Setup.

2. Open Advanced Settings → Answer Engine.

3. Choose Agent (Pi).

4. Review the confirmation above the settings page.

5. Click Sync documents and switch to Agent Pi.

   ✓ AVA shows migration progress while the current answer engine remains active.

6. Keep the page open while the sync runs.

After success, open Communication Hub → AI Sources → Documents. Migrated properties see the Knowledge Wiki workspace.

Website sources and GEP-only documents

Website sources and GEP-only documents are not copied into Wiki V2. Upload important website content as PDFs after migration. GEP-only sources keep their existing behavior.

If migration fails with a saved checkpoint, click Retry in the migration panel. Migration retries require both document-write and setup-management permissions. If no checkpoint is available, start a fresh migration after fixing the error. If you do not want to continue, click Cancel in the confirmation. The confirmation closes, and Agent (Pi) remains selected in the unsaved form. Your saved answer engine remains RAG until you confirm the switch. Cancellation does not delete a completed Wiki V2 migration.

Manage Knowledge Wiki V2

Wiki V2 turns uploaded PDFs into reviewed topics. Changes stay pending until you click Update wiki. Agent Pi keeps answering from the published wiki while the update runs.

Updates are manual

Uploading, replacing, removing, or changing topic access does not publish immediately. Review all pending changes, then click Update wiki (n) in the amber bar.

Add or replace Wiki V2 documents

1. Open Communication Hub → AI Sources → Documents.

2. Open Knowledge Wiki, then click Upload documents.

3. Under What should this file do?, choose Add as new document or Replace an existing document.

   ✓ Each option explains how it changes your published wiki.

   Replace an existing document is unavailable when no published document exists.

4. Select PDFs, then click Upload.

   ✓ You can upload up to 20 PDFs at once.

5. Review pending additions or replacements.

6. Click Update wiki (n) in the pending-changes bar when the documents are ready.

Each PDF must be between 1 KB and 6 MB. Click a published file name to open or download its PDF. Use Remove upload to discard a pending upload before updating the wiki. Use Delete to queue a published document for removal. You can undo a pending removal before updating the wiki.

Pending additions or replacements show an amber marker in the documents table. Documents queued for removal show their names with a strikethrough.

Review pending wiki changes

1. Open the Documents, Wiki Topics, or Conflicts tab.

2. Review the amber pending-changes bar below the tabs.

3. Check the pending count before publishing.

4. Click Update wiki (n).

   ✓ AVA starts one manual wiki update for the pending changes.

The button pulses three times when the pending count grows. You will not see the pulse when reduced motion is enabled or an update is running. The pending-changes bar appears on every tab, including Missing information. It counts pending documents and saved answers that Agent Pi will place in the wiki.

Control topic access

1. Open the Wiki Topics tab.

2. Select the channel card for the AI feature you want to configure.

   ✓ Each card shows X of Y topics and a progress bar.

3. Turn topics on or off for that channel.

4. Use Turn all on or Turn all off when appropriate.

   ✓ AVA saves each feature's topic access automatically.

Topic access applies after you update the wiki. Turning every topic off prevents that channel from answering from the wiki. If a channel has no enabled topics, its count appears in red.

Retry a failed wiki update

What you see: A wiki update fails after some topics finish.

Fix:

1. Read the failed step in the progress panel.

2. Click Retry failed update when it appears.

3. Repair the failed source or page described by the error.

4. Wait for validation and publication to finish.

   ✓ AVA reuses validated topics and repairs the failed page.

Nothing publishes until all checks pass.

The retry appears when the failed run has a durable resumable ingestion checkpoint. This includes recoverable timeout and interrupted-stage failures. It is available on the migrated Wiki page and the legacy document page during adoption. Historical failures without a checkpoint require a fresh update. A fresh update also applies when the saved recovery state expires or no longer matches.

Retry permissions

You need document-write permission to retry a normal update. Migration retries also require setup-management permission.

Regeneration is still running

What you see: The progress panel shows a phase or percentage.

Fix:

1. Keep the Communication Hub → AI Sources → Documents page open.
2. Wait for the panel to reach a completed state.
3. Do not start another regeneration while one is active.

Regeneration needs recovery

What you see: The page says Document knowledge needs recovery.

Fix:

1. Review the progress panel and any source error.
2. Click Retry knowledge generation.
3. Wait until the panel completes.
4. Open AI Usage after it becomes available.

Import a Website Source

You can add one public website sitemap as an Agent Wiki source. Use an HTTPS sitemap URL ending in .xml, such as https://example.com/sitemap_index.xml.

1. Go to Communication Hub → AI Sources → Documents

2. Click Upload Document.

3. Select Import website sitemap for Agent Wiki.

4. Enter the public sitemap URL.

5. Click Continue.

6. Add an optional purpose, then click Continue.

7. Review the sitemap and click Finish.

   ✓ The website source appears in Sources and enters processing.

AVA labels website entries Website sitemap source. You can refresh an existing website source from its row with Refresh Website Content.

Set AI Feature Access

Use AI Usage to choose which AI features may use each active source. Each source keeps its own selections.

Feature	Uses the source for
AI Chatbot	Guest chat answers
AI Phone	Phone conversations
GEP AI Voice	GEP voice conversations
AI Video	Video-call assistance
Staff Assist	Team support
Email Autodraft	Draft replies

1. Open the AI Usage tab.

2. Find the PDF or website source.

3. Select or clear the allowed AI features.

4. Keep at least one feature selected.

5. Click Save changes.

   ✓ The row shows All changes saved.

Disabling a source in Sources removes its access from every AI feature. Re-enable the source before assigning feature access again. After saving changes, wait for knowledge processing before testing replies.

Plan Access

• Chatbot document tools require a paid plan.
• Opening Documents requires chatbot_document:read.
• Uploading documents requires chatbot_document:write.
• Without the matching permission, AVA hides the link and blocks direct access.
• 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 chatbot_document:read to open the document library
• You have chatbot_document:write if you need to upload 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 Communication Hub → AI Sources → 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 Communication Hub → AI Sources → Documents.

What happens next

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

For migrated properties, use the Wiki V2 Upload documents flow instead. It supports multiple PDFs, replacements, pending changes, and controlled updates.

Understand Document Status Badges

Status	What It Means
Processing	The document is being indexed and is not ready yet
Failed	The background processing job could not start or finish
Deleting	The document is queued for removal
Active	The chatbot can reference this document when its scope allows it
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 the remote Agent Wiki job runs longer than local polling, Processing is expected. Do not re-upload the document or start another job while the original job remains active. If processing fails, the latest error stays visible until you retry with a new upload.

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 when its consumer scope allows it
Failed	The wiki update did not complete
Deactivating	Agent Wiki is turning off this document
Inactive	Agent Wiki is not using this document
Not synced	The Agent Wiki update has not started yet

About Agent Wiki status

You only see this column when the answer engine is Agent (Pi). When you disable a document, you may see Deactivating before Inactive. The page keeps refreshing while this status is Queued, Processing, or Deactivating. When the run reaches a terminal state, AVA refreshes document rows until their final status is visible. If local polling ends before the remote job reaches a terminal state, the document remains Processing. AVA later reads the original job and applies its final document result. If the update fails and Retry failed update appears, use it to restart the job. If an active update reports no progress for 10 minutes, AVA shows a stalled-progress message and Restart update. Click Restart update to continue the same update. Inactive appears only after AVA finishes the Agent Wiki update. If retries run out, the row can show Failed instead.

Restart a stalled update

What you see: The progress panel says no progress was reported for 10 minutes.

Fix:

1. Open Communication Hub → AI Sources → Documents.

2. Confirm the active Agent Wiki update shows the stalled-progress explanation.

3. Click Restart update.

   ✓ AVA restarts the existing update and resumes progress tracking.

Do not use Regenerate document knowledge for this case. That action is for failed document-knowledge generation.

Understand AI Document Scopes

Some properties use AI document scopes to control which documents each AI feature can use. Scopes can limit documents for Chatbot Agent, Phone AI, GEP AI Voice, Video Call, Staff Assist, and Email Autodraft.

GEP AI Voice uses only documents explicitly scoped to GEP AI Voice. Older documents without a GEP scope remain available to their existing consumers.

Those older documents are not eligible for GEP AI Voice retrieval.

An Active or Ready status confirms document processing. It does not confirm access for every AI feature.

Properties without regenerated scopes keep the previous unscoped behavior. After changing allowed documents, save the source and wait for processing before testing replies.

Review Missing Information

Quick Check

Open Missing information after staff receive a new notification. Reviewing a topic takes about 2 minutes.

The Missing information tab groups guest questions that the chatbot or voice agent could not answer from hotel documents. Use these topics to find information worth adding to your document library. AVA sends a generic New missing information notification when a new topic appears. The notification does not include guest wording or generated topic text. Use Settings → Customizations → Push Notifications to turn this category off.

Open Missing information

1. Go to Communication Hub → AI Sources → Documents.

2. Open the Missing information tab.

3. Select a topic to review its recent guest questions.

   ✓ You can see whether the topic came from chat or voice.

If you open the notification's View link, AVA opens the linked topic. It switches to the notification's property when needed.

Use the status and channel filters to focus your review. Search by topic when the list contains many items.

Resolve or dismiss a topic

1. Open the topic that you reviewed.

2. Choose Resolve.

   • On Wiki V2 properties, enter the hotel answer, up to 4,000 characters.
   • On other properties, AVA resolves the topic without an answer.

3. Review the answer, then save it when prompted.

   ✓ Wiki V2 saves the answer as a pending Core text document. ✓ The answer stays private until you publish the next wiki update. ✓ The topic records who resolved it and when.

The topic shows Waiting for wiki update until you publish the answer. Answer documents are not listed separately in the Documents tab.

Choose Dismiss when the topic does not need a document update. Choose Reopen when a dismissed or resolved topic needs follow-up.

Answers are staff knowledge

Answers are added to the hotel knowledge wiki. They do not become guest-visible text by themselves.

Edit or withdraw a pending answer

Use the topic's answer controls before publishing the next wiki update.

1. Open a resolved topic with a pending answer.

2. Choose Edit answer to replace the saved answer.

3. Choose Dismiss or Reopen to withdraw an unpublished answer.

   ✓ AVA removes the pending answer from the next wiki update.

Wiki updates lock answers

You cannot save or edit an answer while a wiki update is running. Wait for the update to finish, then try again.

Publish answers and recheck topics

Pending answers appear with their wiki status in the topic list.

Status	Meaning
Waiting for wiki update	The answer is saved but not published.
In wiki: topics	The answer is published in the listed topics.
Answered by the wiki: topics	The published wiki answered the topic automatically.

Choose Edit answer to change a saved answer before the next update.

When you click Update wiki, AVA publishes pending answers in one wiki update. After publication, AVA rechecks open topics against the updated knowledge. Each topic is checked once for that publication.

✓ AVA resolves a topic only when the chatbot can answer it afterward. ✓ A resolved topic shows Agent Pi and the topics it read.

Rechecks use chatbot access

Rechecks use the chatbot's topic permissions. The result can differ from what staff assistants or other AI features can read.

New questions can reopen a resolved topic

A new matching question reopens a resolved topic. A dismissed topic stays dismissed until you reopen it.

Understand recorded questions

• AVA records questions about missing hotel information.
• AVA does not record questions about a guest's booking, room, bill, or request status.
• AVA skips questions answered by public web search.
• A topic can appear as Unclassified question when classification cannot identify a safe topic.
• Chatbot replies and guest questions may be sent to OpenAI for classification when recording is enabled.

Guest wording is kept on occurrences for up to 180 days. Topics do not store guest names, room numbers, email addresses, or other identifying text. The list can show an empty question after the related wording expires.

The tab is empty

What you see: Missing information has no topics.

Fix:

1. Confirm you selected the correct hotel.

2. Check the Open, Resolved, and Dismissed status filters.

3. Ask an administrator whether knowledge-gap recording is enabled for your hotel.

4. Refresh Communication Hub → AI Sources → Documents.

   ✓ The tab can remain empty when no matching questions were recorded.

Recording does not change chatbot or voice-agent replies. It only collects questions for document improvement.

An answer cannot be saved

What you see: AVA refuses to save an answer while a wiki update runs.

Fix:

1. Wait until the wiki progress panel finishes.
2. Refresh Communication Hub → AI Sources → Documents.
3. Open Missing information again.
4. Save the answer.

What you see: A pending answer is no longer listed.

Fix:

1. Check whether the topic was reopened by a newer guest question.
2. Review the answer's Waiting for wiki update, In wiki, or Removed status.
3. Add the answer again if the topic still needs it.

What you see: A topic remains open after a wiki update.

Fix:

1. Test the guest question in the chatbot.
2. Check that the answer uses the correct topic permissions.
3. Add clearer information, then publish another wiki update.

Review Agent Wiki Conflicts

Use this when the page shows a conflict count or the Conflicts tab appears. The queue stays live while Agent Wiki works.

1. Open Conflicts.

   ✓ The knowledge review queue opens.

   If a warning banner appears on Sources, you can click it instead.

2. Select a conflict from the list.

3. Review the source context and affected wiki lines.

4. Select the claim that should remain, or choose corrected guidance.

5. If you choose corrected guidance, enter the exact final wording.

6. Review the affected topics before applying the change.

7. Stage more conflicts if needed.

8. Click Apply resolution(s).

   ✓ AVA shows the batch summary at the bottom. ✓ Ignored conflicts do not change the wiki.

9. Click Confirm and update wiki.

   ✓ AVA starts one wiki update for the whole batch. ✓ The progress panel appears above the tabs.

10. Wait for the progress panel to finish.

✓ Resolved conflicts move to Resolved, Ignored, or Superseded.

Why the batch matters

One submission can cover several conflicts. AVA still starts only one wiki update for that batch.

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 update 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 update result before it updates the document status. If the background job cannot start, AVA marks the document Failed.

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 Communication Hub → AI Sources → 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. Do not re-upload the document or start another update while it remains Processing
4. If it still does not change after 30 minutes, contact support

Why this happens

The remote Agent Wiki job can finish after Streamliner's local polling window. AVA keeps the original job authoritative and applies its terminal result later.

A document shows a wiki update 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

An Agent Wiki update is stalled

What you see: An active update shows no progress for 10 minutes.

Fix:

1. Click Restart update in the progress panel.
2. Keep Communication Hub → AI Sources → Documents open while the update runs.
3. Wait for progress to resume and the final status to appear.
4. Contact support if the update stalls again.

A conflict update failed

What you see: The selected conflict shows Failed or the batch stops updating.

Fix:

1. Click Retry wiki update
2. Wait for the progress panel to restart
3. Open the conflict again and confirm the final text
4. If the same error returns, contact support

Document rows look stale after a conflict update

What you see: The conflict is resolved, but a source row still looks pending.

Fix:

1. Keep the page open until the progress panel reaches a terminal state
2. Wait for the list to refresh
3. Refresh the page once if the row still looks stale
4. If it still does not settle after 30 minutes, contact support

Agent Wiki controls are missing

What you see: You cannot see the Agent Wiki column, Conflicts tab, or review banner.

Fix:

1. Check the chatbot Answer Engine
2. If it is RAG, the Agent Wiki UI is hidden by design
3. Switch to Agent (Pi) to manage wiki updates
4. If Agent (Pi) is already selected, refresh the page and try again
5. Remember that Agent (Pi) keeps the Knowledge Wiki visible while migration readiness changes

An AI feature cannot find an active document

What you see: One AI feature does not use a document marked Active or Ready.

Fix:

1. Confirm the document shows Active and Ready.
2. Check that the document is allowed for the affected AI feature.
3. Save the source changes in AI Usage.
4. Test the AI feature again after processing finishes.
5. Contact support if the document remains unavailable.

Chatbot answers use the previous knowledge after adoption

What you see: Chatbot replies still use the previous knowledge after a Knowledge Wiki V2 adoption request.

Fix:

1. Confirm the adoption or wiki update reached its successful final status.
2. Check that the source is Active and Ready.
3. Open AI Usage and confirm AI Chatbot is selected.
4. Start a new guest conversation and test the answer again.
5. Contact support if new conversations still use the previous knowledge after activation.

GEP AI Voice cannot find a document

What you see: GEP AI Voice does not use a document marked Active or Ready.

Fix:

1. Open Communication Hub → AI Sources → Documents → AI Usage.
2. Select GEP AI Voice for the document.
3. Click Save changes.
4. Wait for document processing to finish before testing a GEP call.
5. Upload or update the source with GEP AI Voice selected if it predates GEP scoping.

GEP document scope

GEP AI Voice does not search older unscoped documents. This prevents unrelated or outdated hotel information from reaching GEP calls.

The AI Usage tab is missing

What you see: You cannot find AI Usage beside Sources.

Fix:

1. Check that the chatbot uses Agent (Pi).
2. If the property has not migrated, click Regenerate knowledge.
3. Wait for Agent Wiki is up to date.
4. If regeneration failed, click Retry knowledge generation.

I cannot clear every AI feature

What you see: The last selected feature cannot be cleared.

Fix:

1. Leave at least one feature selected for the source.
2. Click Save changes.
3. To remove access everywhere, open Sources.
4. Click Disable for that source.

A website source does not refresh

What you see: Website content stays older after Refresh Website Content.

Fix:

1. Confirm the sitemap URL is public and uses HTTPS.
2. Confirm the URL ends in .xml and contains sitemap.
3. Start Refresh Website Content again.
4. Wait for the source and Agent Wiki statuses to finish.
5. Contact support if the source still shows an error.

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

Documents page is unavailable

What you see: Documents is missing, or its direct link does not open.

Fix:

1. Ask an administrator to open Superadmin → Permissions → Roles.

2. Confirm your role includes chatbot_document:read.

3. Sign out and sign in again after the role changes.

4. Open Communication Hub → AI Sources → Documents.

   ✓ The Documents page and sidebar link appear when your role has access.

Upload page is unavailable

What you see: You can open Documents, but the upload page does not open.

Fix:

1. Ask an administrator to open Superadmin → Permissions → Roles.

2. Confirm your role includes chatbot_document:write.

3. Sign out and sign in again after the role changes.

4. Open Upload Document from Communication Hub → AI Sources → Documents.

   ✓ The upload flow opens when your role has upload access.

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 update 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