The Knowledge Base is where you register PDFs that give the Customer Agent the knowledge it needs to respond automatically to customers on LINE. Common questions about supported file formats, how long changes take to apply, and how to handle problems are answered below.
What file formats can I upload?
You can upload PDF files only, with a limit of 50MB per file.
You register files from Upload File on the Knowledge Base screen. The upload screen also shows the note Only PDFs can be uploaded (up to 50MB).
| Item | Details |
|---|---|
| Supported format | PDF only |
| Limit per file | 50MB |
Formats other than PDF and files larger than 50MB cannot be uploaded. For documents such as Word, Excel, or text files, convert them to PDF before registering them.
Are registered contents applied to the Customer Agent's answers right away?
They are not applied immediately. They become available for answers only after the file finishes processing.
When you register a file, processing to read its contents starts automatically. Processing can take a few minutes, and during that time the contents are not yet applied to answers. Wait until the status on the Knowledge Base screen shows Completed, then check the Customer Agent's responses.
How to read the status
| Status | Meaning |
|---|---|
| Pending | Waiting in the processing queue |
| Processing | Reading the contents |
| Completed | Ready to be used in answers |
| Failed | Processing failed. Re-upload is required |
Is there a limit on Knowledge Base capacity?
The capacity you can register depends on your plan.
The limit per file is 50MB. The total capacity and the maximum number of files you can register vary by your plan. Because the exact figures differ depending on your plan, check them on the Plans & Billing screen.
Can I register documents in multiple languages?
You can register documents in multiple languages, such as Japanese and English.
By registering documents in a variety of languages, you make it easier for the Customer Agent to handle questions in a wide range of languages. If you want to improve answer accuracy, prepare materials in the languages of the questions that customers most often ask.
Can I edit a document I have already registered?
You cannot edit a registered document directly on the screen. When you want to update its contents, upload a new PDF and then delete the old file.
Steps to update
- Prepare a new PDF with the corrected contents.
- Register the new PDF from Upload File on the Knowledge Base screen.
- Confirm that the status shows Completed.
- Delete the old file.
If you delete the old file before the new file finishes processing, the information applied to answers may temporarily decrease. For peace of mind, delete the old file only after the new file shows Completed.
Does deleting a document affect answers?
A deleted document is no longer referenced, so answers can no longer use its contents.
The information contained in a deleted file is no longer used in the Customer Agent's answers. Before deleting, check whether it still contains information you need. If you delete a file by mistake, simply upload the same PDF again, and it will be applied to answers once more after processing completes.
What should I do if processing shows "Failed"?
A file whose status shows Failed is not applied to answers. Check the file's format and size, then upload it again.
Points to check
- File format: It must be a PDF.
- File size: It must be 50MB or less.
- File contents: Files that cannot be opened, or PDFs that contain only images with no text information, may not be processable.
If the format and size are fine but the file repeatedly fails, save it again with a different PDF tool and re-upload it. If that still does not resolve the issue, contact support.