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This page covers how to populate the Knowledge Hub with content. Documents are added one type at a time from the Add document button at the top of the documents list.


Document types

The Knowledge Hub supports four document types. Choose the one that fits the source you want Louis to use.


URL

A web page that is scraped on a schedule (or on demand). Use URLs for help-center articles, FAQ pages, public documentation, or any content that lives at a stable URL.


URL documents support:

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Adding multiple URLs at once

URLs must be added one per line in the URL field. Each line becomes its own document.

PDF

A PDF file you upload directly. Use PDFs for downloadable resources, policy documents, or content that doesn't live on a public URL.

PDFs are parsed at upload time. The extracted text becomes the searchable content; the original file is kept attached to the document. Content extracted from PDFs is confidential — end users won't see links or references to PDF sources in Louis's responses.


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PDF limitations

  • Images inside PDFs are not understood by Louis.
  • Encrypted or password-protected PDFs are not supported.
  • Each PDF must have a unique filename with unique content.
  • When possible, convert PDF content to plain text before uploading — text-based parsers perform better than PDF parsers.

TEXT

A free-text snippet you type or paste in. Use TEXT for short pieces of guidance, internal-only content, or anything that doesn't warrant a separate file.


CSV

A CSV file of question / response pairs. Use CSV when you have an existing FAQ database you want to import as-is — each row becomes a searchable Q/A item.

The CSV file must contain exactly two columns:

  • Column 1: question
  • Column 2: response

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Strict CSV format

Any CSV that does not follow this exact two-column structure (question, response) cannot be processed by the platform.

What to set when adding a document

Whatever the type, every document needs:

  • Title — a descriptive name (e.g. "Return policy — Europe", not "Doc #14").
  • Source — the Knowledge Base the document belongs to. A Knowledge Base groups documents that share scraping settings, refresh schedule, and (optionally) MayDay CMS connection.
  • Language — the document's primary language. This drives search filtering and, if enabled, runtime retrieval scoping.

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Language matters

If you turn on Language-based search in Advanced settings, Louis will only return documents matching the user's channel language. A document with the wrong language tag won't be served — even if its content matches the question.

Upload limits

  • Each file upload (CSV or PDF) is limited to 1 MB.
  • Files can be uploaded via drag-and-drop or the file browser dialog.
  • After upload, allow approximately 1 hour for new documents to be processed and become available to Louis.

After adding a document

Newly added documents default to the Live state and are ready for retrieval. To stage content for internal review first, change the status to Draft — see Document lifecycle.

For URL documents, Louis fetches the content asynchronously. The Last synchronization column shows the most recent fetch; while a fetch is in progress, a loader appears in the status cell.