Knowledge base, reorganized: Articles, Websites, Documents

Articles are the answers you want stated exactly one way. Each one is either a Public article — written for customers, eligible for your Help Center — or an Internal article, guidance the agent can use but customers never see. Folders nest, and the list has search, filters, and a group-by control. Only articles that are Published with AI Agent enabled are indexed — drafts never reach the agent, and saving a published article re-indexes it immediately, with no separate training step.

Documents are files you upload directly — PDFs, Word files, spreadsheets, text files, and images, up to 10 MB each. Asks extracts the text (via OCR for scans and images) and indexes it; the files themselves are never shown to customers. Each row shows the extracted size — how much usable text the agent actually got — alongside the raw file size, and opening a document gives you a read-only view of the extracted text with a download link for the original.

The whole knowledge base is measured in Knowledge Base Articles: a written article, an uploaded file, or a crawled web page each count as exactly one. Plans include 300 (Starter), 1,000 (Business), or 3,000 (Premium), with +100-article blocks at $19/month if you need more. The meter at the bottom of the sidebar tracks usage live — amber at 80%, red at 100% — and deleting an item frees its slot immediately.