> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Add a document or website

> Upload a PDF, add your website, or paste in a note so your Brilo agent answers from your own prices, policies, and services.

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.

## 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](/agents/create-your-first-agent).
* You will be working in the knowledge area of your dashboard, then in your agent's **Knowledge** tab.

## Steps

<Steps>
  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Ask your agent about it">
    Call your agent and ask a question only that document can answer. See
    [Test your agent yourself](/go-live/test-your-agent-yourself).
  </Step>
</Steps>

## 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.

## 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.

| Priority | What to add                                   | Why                                                                 |
| -------- | --------------------------------------------- | ------------------------------------------------------------------- |
| 1        | Prices, or how pricing works when it varies   | The most asked question, and the most damaging to get wrong         |
| 2        | Services, and what each one involves          | Stops your agent describing something you do not offer              |
| 3        | Your existing FAQs                            | Already written, already in customer language                       |
| 4        | Policies: cancellations, deposits, guarantees | The awkward calls                                                   |
| 5        | Names and terms it should pronounce properly  | See [Teach it names and terms](/knowledge/teach-it-names-and-terms) |

## What else you can do here

* [Organise material with folders](/knowledge/organise-with-folders) so two agents can use different
  sets.
* [Import your existing FAQs](/knowledge/use-your-existing-faqs), the cheapest quality win available.
* [Teach it how to say names and terms](/knowledge/teach-it-names-and-terms) properly.
* Import from Zendesk if your help centre already lives there.
* [Check why an answer was wrong](/knowledge/why-it-answered-wrong) when your agent misses something
  you uploaded.

## 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](/knowledge/why-it-answered-wrong).

## FAQ

<AccordionGroup>
  <Accordion title="What file types can I upload?">
    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.
  </Accordion>

  <Accordion title="Can I upload a Word document?">
    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.
  </Accordion>

  <Accordion title="How long before my agent knows what I uploaded?">
    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.
  </Accordion>

  <Accordion title="Does Brilo re read my website when it changes?">
    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.
  </Accordion>

  <Accordion title="Can I upload a scanned PDF?">
    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.
  </Accordion>

  <Accordion title="Can two agents share the same knowledge?">
    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.
  </Accordion>

  <Accordion title="How do I remove something my agent should not say?">
    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.
  </Accordion>

  <Accordion title="Why does my agent ignore a document I uploaded?">
    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](/knowledge/why-it-answered-wrong).
  </Accordion>
</AccordionGroup>

## Related

* [What your agent can learn](/knowledge/what-your-agent-can-learn) for what belongs here
* [Use your existing FAQs](/knowledge/use-your-existing-faqs) for the fastest quality win
* [Why it answered wrong](/knowledge/why-it-answered-wrong) when material is not being used
* [Write what your agent says](/agents/write-what-your-agent-says) for behaviour rather than facts
* [Test your agent yourself](/go-live/test-your-agent-yourself) to check the upload landed