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Your AI Agent does not read files like a human. Instead, it splits your document into smaller pieces (“chunks”) and only uses the most relevant parts to answer a question.
Your AI only uses small parts of your document, so each section must stand on its own.
When a question comes in, the AI Agent:
  • Searches for relevant parts of your files
  • Selects a few matching sections
  • Uses those sections to generate an answer
This means the AI never reads your full document — only the parts that seem relevant.

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Why document structure matters

If your document is structured poorly, your AI will return wrong or incomplete answers. This is because your AI only uses small sections of your document to generate responses. Well-structured content helps your AI:
  • Find the right information faster
  • Understand what each section is about
  • Give accurate and consistent answers
Poorly structured documents lead to:
  • Wrong sections being selected
  • Missing important details
  • Incomplete or confusing answers

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Checklist before uploading a file

Before uploading, make sure your document follows these rules:
  • Use one topic per file (e.g. returns, pricing, onboarding)
  • Include multiple related questions within that topic
  • Use clear, question-style headings
  • Keep paragraphs short (max ~5 lines)
  • Make each section understandable on its own
  • Repeat key conditions instead of referencing other sections
  • Avoid complex layouts (e.g. multi-column PDFs)
A good file answers multiple questions about the same topic — not just one, and not everything at once.

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Example of a well-structured document

Below is an example of how to structure your content so your AI Agent can understand and use it effectively. Bad example:
ReturnsYou can return items within 30 days of receiving them. Contact support to start a return. Items must be unused and in original condition. Refunds are processed after inspection.
Good example:
“How can I return an order?”You can return your order by contacting our customer support within 30 days of receiving your product.Important information:
  • You must submit a return request before sending the product
  • The product must be in its original condition
  • Return shipping costs are at your own expense, unless the product is defective
Bad example:
RefundsRefunds are processed after we receive the returned product and check it.
Good example:
“When will I receive my refund?”After we receive and inspect your return, the refund will be processed within 5 business days using your original payment method.Important information:
  • The product must pass inspection
  • You will receive a confirmation email once the refund is processed
Bad example:
Damaged productsIf your product is damaged, contact support.
Good example:
“What should I do if my product is damaged?”Please contact our customer support as soon as possible and include photos of the damaged product if available.Important information:
  • Damaged products will be replaced or refunded at no cost
  • Damage must be reported within 48 hours of delivery

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What to avoid

Avoid uploading files like:
  • ❌ One document with multiple topics (e.g. FAQ + pricing + onboarding)
    → Your AI Agent may retrieve the wrong topic
  • ❌ Long reports or 20+ page policy documents
    → Your AI Agent cannot retrieve the right section
  • ❌ Marketing or blog-style content without direct answers
    → Your AI Agent struggles to find clear answers
  • ❌ PDFs with complex layouts (columns, heavy formatting)
    → Your AI Agent may read text in the wrong order
  • ❌ Large tables (e.g. product lists, article numbers)
    → Your AI Agent struggles to interpret structured data correctly
These formats make it difficult for your AI Agent to isolate and retrieve the right information.

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Why your AI Agent might give wrong answers

If your AI Agent gives incorrect or incomplete answers, it’s usually due to how your document is structured:
  • ❌ Information is split across sections
    → Your AI Agent only sees one part
  • ❌ Important conditions are not repeated
    → Your AI Agent misses key details
  • ❌ Headings are unclear or too generic
    → Your AI Agent selects the wrong section
  • ❌ Multiple topics are mixed in one document
    → Your AI Agent returns irrelevant answers
This usually means the right information exists — but your AI Agent cannot find or combine it correctly.

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File limits and requirements

  • Supported formats: .pdf, .docx, .txt
  • Maximum file size: 20MB
  • Files must contain selectable text (no scanned images)

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Key takeaway

Your AI Agent is only as effective as the structure of your content. 👉 If a section cannot answer a question on its own, rewrite it. Think in terms of small, clear, standalone pieces of knowledge, not long documents.