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Upload a file when the facts the agent needs aren’t on your website: a price list, a returns policy, a product spreadsheet, a service guide. Wiredesk turns the file into text and indexes it like any other source.

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Upload a file

1

Open Knowledge

Go to Agents → your agent → Knowledge.
2

Choose the file

Click Upload a file and pick one file. The upload starts as soon as you choose it.
3

Wait for processing

The file appears in the list under its file name, showing “processing…”. When it’s ready, the row shows how many passages were indexed.
4

Check the result

Click the file to read its passages and make sure the text came through as expected, then try a question in Test a question.
Files are uploaded one at a time. Each file becomes its own source.

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Supported files

The type is decided by the file’s extension, so make sure it has the right one.

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Limits

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How files are processed

Plain text and Markdown files are read as they are. Every other type is converted to text first. After that, a file is treated like any other source: it’s split into passages of about 1,200 characters and indexed for search. Wiredesk keeps the file you uploaded as well as its text. That’s what lets you download it again, replace it, and have it re-read when Wiredesk gets better at extracting text.

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Download a file

Click the download icon on the file’s row to get back exactly the file you uploaded, under its original name. Anyone in your workspace who can open Knowledge can download it. Files uploaded before 26 September 2026 were not kept, so they have no download icon. They keep answering as before. To be able to download one, replace it with the same file.
Before uploading, check the text in the file can be selected and copied. If the words are only in images, Wiredesk may not be able to read them. The source then fails with “no readable text in the file”. In that case, type the key facts into a note.

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Replace a file

To update a document, click the replace icon on its row and pick the new version. It takes the old file’s place in the list, under the new file’s name. The agent keeps answering from the old version until the new one is indexed, then switches over. If the new file can’t be read, the row shows the error and the old passages stay in use. You can’t replace a file while it is still processing. Wait for it to finish first. Avoid uploading the new version as a separate file. If two versions of a document are both in the list, the agent can find passages from either, including the outdated one.

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Deleting a file

Removing a file with the bin icon deletes its passages and the stored file straight away. Stored files are also deleted when the agent is permanently deleted, 30 days after you delete it, and when you close your account.

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Errors