The Knowledge Base is where you register the knowledge the Customer Agent needs to respond automatically to customers on LINE. You can register material by uploading a file, pasting text, or importing a web page. Common questions about supported 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, Text, Markdown, CSV (FAQ), and Word files, with a limit of 50MB per file.
Open the registration screen from "Upload File" on the Knowledge Base screen, then pick your files on the "File" tab. You can register several files at once.
| Item | Details |
|---|---|
| Supported formats | PDF / Text / Markdown / CSV (FAQ) / Word |
| Limit per file | 50MB |
There are other ways to register material besides files. On the "Paste text" tab, you can paste short information such as business hours or a campaign summary directly and give it a name. On the "Website" tab, you can import pages like the FAQ on your own site by URL. There is no need to convert your material to PDF first.
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. You can try again from "Reprocess" |
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 "Usage & 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 can't edit a registered document directly on the screen. When you want to update its contents, upload a new file and then delete the old file. Material imported from a web page is the one exception — you can bring it up to date with "Refresh".
Steps to update
- Prepare a new file with the corrected contents.
- Register the new file 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".
For material imported from a website, just press "Refresh" in the list and the latest contents replace what was there. Refreshing after you update a page keeps the agent's answers in step with it.
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 file again, and it will be applied to answers once more after processing completes.
What should I do if processing shows "Failed"?
Material whose status shows "Failed" is not applied to answers. Press "Reprocess" first and let it try again. You don't need to delete it and register it from scratch.
Points to check
- Error message: Failed material shows the reason. If it says "Processing was skipped because AI features are disabled. Enable AI features and reprocess.", turn AI features on in the workspace settings and then reprocess
- Temporary error: If it says "Processing failed due to a temporary error. Please try reprocessing.", pressing "Reprocess" as is often gets it through
- File format and size: It must be PDF, Text, Markdown, CSV (FAQ), or Word, and 50MB or less
- File contents: Files that can't 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 tool and register it once more. If that still doesn't resolve the issue, contact support.