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Files

Using Knowledge
Manage the business facts available to your Agent. Read the transcript

Keep reusable documents in Files, then select which information a Workflow can read. The video shows how to review a business facts File and its Workflow access.

Upload and Organize Files​

  1. Open Knowledge → Files and choose the destination folder.
  2. Use Upload Files to select files from your computer, or drag them into the browser.
  3. Open an uploaded File to check its contents before using it in a Workflow.

To work on documents, open Knowledge → File Editor [beta]. In Folder contents, use Create File or Folder to create a Text File, Markdown File, or Folder. Open the new document to write its contents.

Use an open File's menu to Rename or Move it. Keep related Files in the same folder; use File Labels when a File needs to belong to more than one grouping.

Edit a Document​

In File Editor, open a text or Markdown File and choose Edit. Markdown also has a Source view for editing its markup. Save your changes before leaving the document; if the File changed while you were editing, review the latest version before choosing to overwrite it.

Review Sharing​

Open the selected File's sharing control to review its access level and individual sharing. Public makes the File available without a login; choose it only when that is your intended audience. Do not make a File public simply to resolve an access error.

Sharing and Workflow access are separate decisions. Check both rather than assuming that selecting a File grants access to it.

Use a File in a Workflow​

  1. Open the File and check that its contents are the facts the Workflow should use.
  2. Open the Workflow's Abilities and add or review File Access.
  3. Select the File or folder the Workflow needs, and enable the required operations. For a Workflow that only consults a document, grant Read rather than Write or Create.
  4. Test the Workflow with a question answered by the selected File. Confirm that the response uses the expected information.

See File Access for ability configuration and scope. Use Forms for structured fields and records rather than document prose.

For Developers​

Use the Files API to manage Files and the Folders API to organize them programmatically.