Extensiv AI can answer questions using your own documents (e.g. SOPs, training materials, handling instructions, and process guides). These live in your Internal Knowledge Base, separate from the Extensiv Help Center content. 

Admin Capabilities

If you are an administrator, you can now manage and customize the prompts available in Extensiv AI. This gives you more control over how both internal users and client users interact with the product. 

From Company > Extensiv AI settings, admins can:

• Search and filter prompts (Default vs Custom)  
• Create and edit custom prompts  
• Copy default prompts to customize for their organization  
• Star prompts to define organization-wide favorites  
• Delete prompts with confirmation safeguards  
• Preview new prompts instantly (no refresh required) 

How it Works

When you, for example, ask 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 the Help Center. The response doesn't indicate which source was used — it just returns the best available answer. 

Accessing the Knowledge Base Settings

1. In the left of the Hub navigation, click Company to open Company settings.
2. In the secondary naviation, click Extensiv AI.
3. Click AI Internal Knowledge Base to open the Knowledge Base.

   

Uploading Documents

1. From the AI Internal Knowledge Base page, click the Upload documents button.
2. Browse for and select files or drag and drop into the drop zone to upload. You can upload up to 10 files at a time.
3. Choose which warehouses and customers this content should be visible to.
4. Click Upload, then monitor the process. Files appear in the Documents list with a processing status. Indexing takes a few seconds.

   

What to Upload

The more relevant content you upload, the more accurately Extensiv AI can answer organization-specific questions. Good candidates include:

• 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• Outdated versions of documents already uploaded — delete the old version before uploading a revised one
• Scanned or image-only files when a text-based version is available
• Large files that mix many unrelated topics — break these into focused documents instead
• Sensitive personal or financial data that shouldn't be stored in the knowledge base 

Retrying a Failed Document

If a document shows a Need Review status, click the Need Review tab in the Documents list and use the retry option to reprocess it without re-uploading.

Enabling User Access

Extensiv AI access is managed per user through Hub's User Management settings. Only admins can update user access.  

To provide access,

1. In Hub, click Users.

   

2. Select the user you want to update, then click Edit.

   

3. In the user profile, click Permissions & Security in the left panel.
4. Click the Edit button in the Permissions section.

   

5. Click +Add A Product and select Extensiv AI from the dropdown menu.
6. Click Save. The user now has access to Extensiv AI