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Give your agent your own material and it answers from your prices and policies rather than guessing. You can upload a PDF, point it at a page on your website, or paste text straight in. Uploads are grouped into folders, and each agent uses the folders you attach to it.

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Before you start

  • Your material as a PDF, a Markdown file, or plain text. Word documents are not supported, so save a Word file as PDF first.
  • Each file must be 25 MB or smaller. Split anything larger.
  • An agent to attach it to. See Create your first agent.
  • You will be working in the knowledge area of your dashboard, then in your agent’s Knowledge tab.

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Steps

1

Create a folder for this material

Add a new folder and name it for what is inside, for example “Prices” or “Clinic policies”. Folders are how you attach material to an agent, so a folder per topic gives you control later.
2

Add your material

Choose how to add it:
  • Upload PDF for price lists, brochures, menus, and policy documents. Click or drag your files in.
  • Add URL to import the content of a page on your website.
  • Snippet to paste text directly, which is best for short facts that live nowhere else, like your holiday closing dates.
3

Wait for it to be processed

Brilo reads the file and prepares it before your agent can use it. Larger PDFs take longer. Check the item shows as ready rather than still processing.
4

Attach the folder to your agent

Open your agent, go to Knowledge, and select the folder you created. Material that is not attached to an agent is not used on calls, which is the most common reason an upload seems to be ignored.
5

Ask your agent about it

Call your agent and ask a question only that document can answer. See Test your agent yourself.

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You will know it worked when

  • The file shows as ready in its folder, not processing or failed.
  • The folder appears as selected in your agent’s Knowledge tab.
  • Your agent answers a question from the document on a test call.

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What to add first

If you only do one thing, upload your prices. It is what callers ask about most and the thing agents most often get wrong when left to guess.

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What else you can do here

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If it did not work

Your upload was rejected. Only PDF, Markdown, and plain text are accepted, and files must be 25 MB or smaller. Save Word documents as PDF, and split large files. Your agent does not know something you uploaded. Check the folder is attached to that agent in its Knowledge tab, and that the file finished processing. Those two account for most cases. Your agent quotes an old price. The old material is probably still attached. Remove or replace the outdated file rather than adding a newer one alongside it. Anything else: Why it answered wrong.

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FAQ

PDF, Markdown, and plain text. Word documents are not supported, so save a .docx as PDF before uploading. Each file must be 25 MB or smaller, and a large document is better split into a few smaller ones anyway.
Not directly. Save it as a PDF and upload that, which takes a few seconds and works reliably. The same applies to spreadsheets: export the part your agent needs as a PDF or paste it in as a snippet.
Usually a minute or two, and longer for a large PDF. The file has to finish processing and the folder has to be attached to your agent before it is used on a call, so check both before deciding it did not work.
No. Adding a URL imports that page’s content at the time you add it, so a price change on your site does not reach your agent by itself. Re import the page, or keep prices in a snippet you update directly.
A scanned document is a picture of text, so results are unreliable. If your price list is a scan, paste the important figures in as a snippet instead. It takes two minutes and removes all doubt.
Yes. Attach the same folder to both agents and they answer from the same material, which is how you keep a daytime and an after hours agent consistent. Update the folder once and both change.
Delete the file or snippet from its folder, or detach the whole folder from that agent. Deleting the material is the safer of the two, because a folder attached to another agent is still in use there.
In order of likelihood: the folder is not attached to that agent, the file is still processing, the content is a scan rather than text, or the answer is in the document but phrased so differently from the caller’s question that it is not found. See Why it answered wrong.