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, 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, ingests, or conflict updates are processing. When a terminal update finishes, AVA keeps refreshing document rows until the final status appears.

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: 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
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
Apply conflict resolutions	Staged conflict actions	Visible only in Agent (Pi) mode
Retry a failed update	Retry ingestion or Retry wiki update	Visible only in Agent (Pi) mode
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

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 Chatbot → 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.

Regeneration is still running

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

Fix:

1. Keep the Chatbot → 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 Chatbot → 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
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.
• 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
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 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 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 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 the update fails and Retry ingestion appears, use it to restart the job. Inactive appears only after AVA finishes the Agent Wiki update. If retries run out, the row can show Failed instead.

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, Video Call, Staff Assist, and Email Autodraft.

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 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. Compare Current wiki information and New document information.

4. Choose one resolution:

   • Keep current wiki information
   • Use information from the new document
   • Provide authoritative information
   • Ignore this conflict

5. If you choose Provide authoritative information, enter the exact replacement text.

6. Stage more conflicts if needed.

7. Click Apply.

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

8. Click Confirm and update wiki.

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

9. 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 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 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 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

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

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.

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

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