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Add knowledge to the Brain

The Brain only knows what you feed it. You can paste text directly or upload files; either way the content is processed the same and becomes searchable knowledge for that brand.

Paste text​

  1. Open Brand Brain (/brain) and pick your brand.
  2. In the Add knowledge panel, pick a type: General, Policy, Product, Campaign, FAQ, or Voice sample. The type is shown as a badge on the document and helps retrieval route it.
  3. Optionally give it a title, for example Returns policy. Untitled documents are listed as "Untitled", so a short title makes the list much easier to manage.
  4. Paste the content. A single paste can hold up to 200,000 characters; the counter under the box shows how much you've used.
  5. Click Add to brain.

Processing takes a few seconds: the text is split into passages, each passage gets a short context note, and everything is embedded for search. When it finishes you'll see a confirmation like "Added to the brain. 12 passages embedded."

If you paste something that's already in the Brain, it is skipped rather than stored twice: "Already in your brain. Identical content skipped."

Upload a file​

Instead of pasting, click Upload a file below the text box. Supported formats are PDF, DOCX, TXT, MD, and CSV, up to 15 MB per file. Pick the document type first; it applies to the uploaded file too.

The file's text is extracted and then goes through the same passage-and-embed pipeline as pasted text. A scanned, image-only PDF has no extractable text, so it can't be ingested; use a text-based export instead.

What to add​

Think about what subscribers actually ask, and give the Brain the documents that answer those questions:

  • Policy: returns, refunds, shipping, warranties, terms.
  • Product: descriptions, specs, sizing, compatibility, pricing.
  • FAQ: your existing help-center questions and answers.
  • Campaign: details of a specific promotion, like discount conditions and end dates.
  • Voice sample: examples of how your brand writes, so its style is part of the knowledge.
  • General: anything that doesn't fit the above, like company background or contact details.
tip

The Knowledge gaps panel on the Pending replies page lists real questions the Brain couldn't answer confidently. It's the best to-do list for what to add next.

Manage the knowledge list​

The Knowledge in this brand panel lists every document with its type badge, title, the date it was added, and an approximate size in tokens.

To remove a document, click the trash icon on its row and confirm. The document and all of its embedded passages are removed from the Brain, and the AI stops using them immediately.

To update a document, delete the old version and add the new one. Content is matched exactly, so an edited version is treated as new knowledge and ingested normally.