File
The company compiles internal materials.
Documents for WhatsApp Business
Connect files and documents to the database used by the agent.
Document import lets you populate Whatsplaid’s Knowledge Base with materials that help the AI answer questions, guide customers, and support the team on WhatsApp.
Knowledge source
Assistant on WhatsApp
Knowledge flow
Guided processing
01
File uploadedThe company imports internal documents and materials.
upload02
Processed contentWhatsplaid organizes the material for the agent's reference.
base03
Guided responseThe agent uses the documents before responding.
IAImport
The content goes into the agent's knowledge base.
Consultation
AI uses the material as a reference.
Answer
The customer receives guidance on WhatsApp.
Integration scope
What this connection does and what its limits are.
See how data flows, which requirements apply, and what depends on the configuration you choose.
Importing files into the Knowledge Base
Text content processed from the submitted documents.
Creates a searchable source for the agent; does not modify the original file or external systems.
Submitted document → Knowledge Base → agent responses.
The content becomes available for viewing after the uploaded file has been processed.
Compatible file, readable content and permission to use the material.
File formats, size, and quantity are subject to the limits of your subscribed plan.
Outdated, contradictory, visual, or hard-to-read content can reduce the accuracy of responses.
Step by step
How to import documents into the Knowledge Base.
In ADMIN, document import is part of the Knowledge Base feature, where files and spreadsheets help the assistant consult information submitted by the company.
STEP 01
Gather the materials
Gather policies, FAQs, manuals, catalogs, instructions, business rules, and documents that the agent must be aware of.
STEP 02
Import the files
Upload the documents through the dashboard so Whatsplaid can process the content and prepare the dataset used by the AI.
STEP 03
Organize knowledge
Keep names clear, versions up to date, and content concise to reduce ambiguity in responses.
STEP 04
Test real questions
Validate whether the agent can answer questions using the imported documents and adjust the materials when context is missing.
When to use
Use documents when the company already has ready knowledge.
Import is ideal for content that already exists within the company but is still scattered across PDFs, manuals, files, spreadsheets, and internal documents.
Frequently Asked Questions
Turn FAQs, policies, and approved responses into agent reference.
Manuals and procedures
Guide customers with instructions, rules, guarantees, exchanges, steps, and next steps.
Catalogs and services
Use product materials, services, terms, and criteria to support business conversations.
Internal knowledge
Centralize rules and guidelines that previously relied on team memory.
Documents and AI
Importing helps reduce generic responses.
Use documents when the company already has prepared content and needs to incorporate that knowledge into support without starting from scratch.
Institutional materialsPolicies, presentations, manuals, and guidance documents.
Frequently asked questionsApproved answers for common customer and lead questions.
Internal proceduresService, support, after-sales, triage and referral steps.
Combined knowledgeDocuments can work together with Google Sheets, website, API, and integrations.
Common questions about documents and Whatsplaid.
What documents can I use?
FAQs, policies, manuals, catalogs, instructions, commercial rules, support procedures, training materials and internal content that help the agent respond better.
Does document import replace Google Sheets?
No. Documents work better for textual knowledge and rules. Google Sheets works better for tables and live data that change frequently.
Can I combine documents and Google Sheets?
Yes. An operation can use documents for policies and manuals, Google Sheets for live data, and integrations/API for real-time operational data.
Do I need to review the responses after importing?
Yes. After importing important materials, test real questions in the dashboard to confirm the agent is using the expected content.
Base de Conhecimento
Import documents
Take the company documents to the agent.
Use internal files and materials to improve responses in customer service, sales, and support on WhatsApp.