Extensiv AI is a conversational assistant designed to give instant, multilingual answers drawn from Extensiv's knowledge base, your live operational warehouse data, and your custom SOP or training documents. Simply ask a question to reduce support tickets, speed up onboarding, and get 24/7 operational guidance. 

Key Capabilities

• Instant answers: Extensiv AI draws from Extensiv's Help Center, product documentation, and knowledge base to answer questions about the platform.
• Operational answers: Extensiv AI draws from the following live data domains to answer questions about your warehouse operations:

• Custom knowledge integration: Upload SOPs, training materials, and operational documents for team-wide access, with admin controls to manage visibility and permissions by Warehouse or Client.
• Multilingual support: You can communicate in the language that works best for your team, with support for English, Spanish, French, Portuguese, Chinese, Cantonese, Vietnamese, Creole, Arabic, and more.

Benefits

• Quick self-service answers: You get self-service answers instantly.
• Faster onboarding: Newly hired staff can access your SOPs, training materials, and operating documents.
• Operational efficiency: Extensiv AI answers in seconds instead of running reports.
• 24/7 support: Extensiv AI offers global support accessibility at any time of the day.
• Multilingual Support: Extensiv AI provides answers in multiple languages (see Language settings section for the list of supported languages).  

Limitations

• Session-based: Your chat history disappears when the browser is closed.
• WMS-focused: Extensiv AI is purpose-built for 3PL Warehouse Management — questions about Order Management or Integration Management are outside its current scope.
• Read Only: Extensiv AI is currently read-only. While it can retrieve and summarize data, it cannot create, edit, or delete records. The ability to act directly from the chat is on the roadmap, however.
• Not for Actual System Issues: Extensiv AI cannot connect you to support, create or track support tickets, and track API usage. For these you should still directly contact the Extensiv Support team. 

How to Use Extensiv AI

1. Click the sparkle icon (✨) in the top-right of the Hub navigation bar. The chat panel will slide in from the right.

   

2.  Before typing your question, toggle the mode selector to the appropriate category. There are two options: 
   • Knowledge – This searches the Extensiv Help Center and any SOPs or guides your admin has uploaded. Use this for process questions and how-to guidance.
   • Data – This queries your live operational data: orders, inventory, SKUs, receipts, returns. Use this for data questions.

     

     Asking a data question while under the “Knowledge” option and vice versa will return an error.

      
3. Enter your question in plain English. Some examples are as follows:
   • Knowledge questions:
     • How do I create a receipt?
     • What is the process for handling a return?
   • Data questions: 
     • How many open orders do I have today?
     • Which SKU's are below minimum stock for Acme Corp?

Tips for Best Use

The following are some ways to optimize your use of Extensiv’s AI Chat.

• Be specific: Be as clear and precise with your questions as possible. For example, ask “How do I create returns in 3PL Warehouse Manager?” instead of vague prompts such as “Returns in Warehouse”.
• Ask one question at a time: The AI Chat handles single queries better than multi-part prompts. Be sure to include all relevant details in your question.
• Rephrase when needed: If you are not satisfied with the response from the AI Chat, slight wording changes can improve the results you get.
• Provide feedback: Extensiv is actively improving the chatbot based on user input. 

Prompts Library

The Prompts Library is a curated set of example questions organized by topic, Orders and Inventory. It’s the fastest way to explore what Extensiv AI can do and learn how to structure effective questions. 

Using the Prompts Library

1. Click the Prompts Library icon int he chat panel header.   

   

2. Find a prompt by either browsing by category or filtering by keywords.

   

3. Click the copy icon on a prompt to save it to your favorites.

   

4. Go to your Favorites list, click the prompt to load it into the input field, edit any placeholder values (e.g. [CUSTOMER NAME] or [ORDER NUMBER]), then send. 

   

Adding a Favorite Prompt

The Favorite Prompts list allows you to easily access your most used or most relevant prompts. This saves the time it would take to otherwise search for them within the Prompt Library. 

To add a prompt,

1. Click the + button in the favorites section.

   

    
2. Add a Title and your prompt message, then click Save.

   

Managing Your Knowledge Base (Admin)

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 

Language Settings

The language selector in Settings only controls the chat interface labels, buttons, menus, and labels. It does not affect anything else in Extensiv (Hub or WMS).

Regardless of your language setting, you can enter a question in any language, and Extensiv AI will respond in the language of your choice.

The current list of supported languages includes the following: 

• English  
• Español (Spanish)  
• Français (French)  
• Português (Brasil) (Portuguese — Brazil)  
• 中文 (Chinese — Simplified)  
• 廣東話 (Chinese — Cantonese)  
• Tiếng Việt (Vietnamese)  
• Kreyòl Ayisyen (Haitian Creole)  
• العربية (Arabic) 

Changing your Language Setting

1. Click the AI icon in the Hub navigation bar to open the chat panel.
2. Click the settings icon.

   

3. Select from the available languages. 

   

Troubleshooting

No Results Returned  

• Rephrase with more detail. Vague questions often return nothing.  
• Add a time range if you didn’t include one.  
• Check that you selected the correct mode (data vs. knowledge).  

Answer Doesn’t Look Right  

• Break a complex question into smaller, focused queries.  
• Restate the question with a more specific customer name, SKU, or date range.  
• Use the thumbs-down button to flag the response. Feedback goes directly to the Extensiv team.  

Extensiv AI Says It Can’t Answer  

• The topic may be outside the current data scope (billing, carrier data, etc.).  
• For knowledge questions, the relevant document may not have been uploaded. Ask your admin.  
• Try rephrasing with different terms or breaking the question into parts.  
• If you are asking operational type questions, make sure that “data” is pre-selected

Slow or Failed Response  

• Wait a moment and try again. Occasional delays happen during high usage periods.  
• Simplify your question. Very broad queries take longer to process.  
• If the problem persists, contact Extensiv Support through the Help Center.  

Frequently Asked Questions

Q: Is my data private?  
Yes. Conversations and data queries are scoped to your organization. Brand clients cannot see operator data, and no data is shared across organizations.  

Q: Does Extensiv train its AI models on my data?  
No. Extensiv does not use your uploaded documents or conversation history to train AI models. Your data is used only to answer questions within your organization’s instance.  

Q: What file types can I upload to the Knowledge Base?  
PDF, DOCX, and TXT. Files that are primarily image-based (such as scanned PDFs) may not index correctly.  

Q: How many documents can I upload?  
There is no stated limit on total documents. Individual upload batches are limited to 10 files at a time, with a maximum of 5 MB per file.  

Q: Can clients see each other’s data?  
No. Each client can only see their own orders, inventory, and shipment data. Extensiv AI will not surface another client’s names, volumes, or any cross-client information.  

Q: How do I submit feedback on a response?  
Use the thumbs-up or thumbs-down buttons below any AI response. When you select thumbs down, a comment field appears where you can describe the issue. This goes directly to the Extensiv team.  

Q: What browsers and devices are supported?  
Extensiv AI on the web works in any modern browser that supports Hub.  

Q: Can I ask questions in a language other than my interface setting?  
Yes. You can type a question in any language and Extensiv AI will respond in the language you asked in, regardless of your saved interface preference.  

Q: Who do I contact if something is not working?  
Use the thumbs-down button on any AI response to flag an issue directly. For broader support, contact Extensiv Support through the Help Center.