File
The company gathers internal materials.
Document import
Connect files and documents to the database used by the agent.
Document import allows feeding Whatsplaid's Knowledge Base with materials that help 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
Content processedWhatsplaid organizes the material for the agent's consultation.
database03
Guided responseThe agent uses the documents before responding.
IAImport
The content enters the agent's database.
Query
AI uses the material as a reference.
Response
The customer receives guidance on WhatsApp.
Scope of the integration
What this connection does and what are its limits.
See how the data flows, what requirements apply, and what depends on the chosen configuration.
Import files into the Knowledge Base
Processed textual content of the submitted documents.
Creates a searchable source for the agent; does not alter the original file or external systems.
Document sent → Knowledge Base → agent responses.
The content becomes available for consultation after the uploaded file is processed.
Compatible file, readable content, and permission to use the material.
Formats, size, and number of files follow the limits of the contracted plan.
Outdated, contradictory, visually poor, or hard-to-read content can reduce response accuracy.
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 sent by the company.
STEP 01
Gathers materials
Gathers policies, FAQs, manuals, catalogs, instructions, business rules, and documents the agent should know.
STEP 02
Import files
Send the documents through the panel so Whatsplaid can process the content and prepare the database used by AI.
STEP 03
Organize knowledge
Keep names clear, updated versions, and concise content to reduce ambiguity in responses.
STEP 04
Test real questions
Validate if the agent can answer doubts using the imported documents and adjust the materials when context is missing.
When to use
Use documents when the company already has ready knowledge.
Importing 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
Transform FAQs, policies, and approved answers into a reference for the agent.
Manuals and procedures
Guide customers with instructions, rules, warranties, exchanges, steps, and next actions.
Catalogs and services
Use materials about products, services, conditions, and criteria to support commercial conversations.
Internal knowledge
Centralize rules and guidelines that previously depended on team memory.
Documents and AI
Importing helps reduce generic responses.
Use documents when the company already has content ready and needs to incorporate this knowledge into the service without starting from scratch.
Institutional materialsPolicies, presentations, manuals, and guidance documents.
Frequently asked questionsApproved answers for common doubts from customers and leads.
Internal proceduresSteps for service, support, post-sale, triage, and forwarding.
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, business 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 on the dashboard to confirm if the agent is using the expected content.
Knowledge Base
Import documents
Bring company documents to the agent.
Use internal files and materials to improve responses in customer service, sales, and support via WhatsApp.