Managing Your Knowledge Base
1.3 min read
|Extensiv AI can answer questions using your own documents — SOPs, training materials, handling instructions, and process guides. These live in your Internal Knowledge Base, separate from the Extensiv Help Center content.
Extensiv does not use your uploaded documents to train AI models. Indexed content is only accessible to users within your organization.
Only admins can manage Knowledge Base content.
Data mode, custom knowledge uploads, and the Prompts Library are included in paid Extensiv AI plans. To upgrade your plan, contact your Customer Success Manager.
How It Works
When a user asks a how-to question in Knowledge mode, Extensiv AI searches both the Extensiv Help Center and your Internal Knowledge Base. If your uploaded content matches the question, it takes priority over Help Center content.
Accessing the Knowledge Base Settings
- In the left Hub navigation, click Company to open Company settings.
- In the secondary navigation, click Extensiv AI.
- Click AI Internal Knowledge Base to open the Knowledge Base.
Uploading Documents
- From the AI Internal Knowledge Base page, click Upload documents.
- Browse for files or drag and drop them into the drop zone. You can upload up to 10 files at a time, with a maximum of 5 MB per file.
- Choose which warehouses and customers the content should be visible to.
- Click Upload. Files appear in the Documents list with a processing status — indexing takes a few seconds.
Tips for better answers:
- Use clear filenames, and stick to PDF, DOCX, or TXT.
- Break large documents into focused topic files — shorter files produce more accurate answers.
- Before uploading a revised document, delete the old version. Keeping both can produce inconsistent answers.
What to Upload
The more relevant content you upload, the more accurately Extensiv AI can answer organization-specific questions. Good candidates:
- Standard operating procedures for receiving, fulfillment, and returns
- Customer-specific handling or packaging instructions
- Onboarding and training materials for warehouse staff
- Internal billing or escalation process guides
What to Avoid
- Outdated versions of documents already uploaded
- Scanned or image-only files when a text-based version is available
- Large files mixing many unrelated topics — split these into focused documents
- Sensitive personal or financial data
Retrying a Failed Document
If a document shows a Need Review status, open the Need Review tab in the Documents list and use the retry option to reprocess it without re-uploading.