Add your documents

The documents you add are the standard every answer is judged against. Add the same help content your chatbot is supposed to answer from: your help centre, policies, pricing pages and FAQs.

On a project’s Knowledge page, click Add docs and pick one of four ways in.

Upload files

Choose Upload files, or drop files on the page.

Formats	PDF (.pdf), Word (.docx), Markdown (.md, .mdx), text (.txt), CSV (.csv), Excel (.xlsx)
Size	Up to 10 MB per file
Spreadsheets	Read 40 rows at a time, with the header row repeated for each group, so every row keeps its column names

These files are refused, with a message saying why:

• PDFs that are scanned images with no text layer. Upload a text-based PDF, or export the document again.
• Password-protected PDFs. Upload an unlocked copy.
• Empty files, files that can’t be opened, and files with no readable text.
• Other formats, such as .doc, .pptx, .html or .markdown. Save them in one of the formats above first.

The original of each uploaded file is kept, so you can preview it as it was.

Import from a sitemap

Choose From a sitemap to import a help centre in one go.

1. Enter a Sitemap or site address and click Read. You can enter a sitemap URL, or just the site’s address: Snoowl Audit then looks for a sitemap in the site’s robots.txt, then at /sitemap.xml and /sitemap_index.xml.
2. Snoowl Audit lists the pages in the sitemap. Filter by path (for example help billing) and select the pages you want. Pages you’ve already added are marked Already added.
3. Click Import. Pages are fetched one by one in the background, half a second apart, so your site isn’t flooded. Pages that can’t be added are listed with the reason.

Sitemap rule	Limit
Address	https:// only
Sitemap index	Followed one level deep, up to 20 child sitemaps
Pages listed	Up to 5,000
Sitemap size	Up to 5 MB, uncompressed
Pages kept	Pages on the same site only. Images, PDFs and other files listed in the sitemap are skipped.

Add a web page

Choose A web page and enter the Page URL. One page is read as it is right now; links on the page are not followed.

• The address must start with https:// and point to a public website.
• Redirects are not followed. If the address redirects, enter the final address instead.
• The page must be HTML or plain text, up to 2 MB, and must answer within 20 seconds.
• Navigation, headers, footers, sidebars and lists of links are removed, so only the article text is kept.
• Pages are fetched as plain HTML. Content that a page only draws with JavaScript in the browser isn’t seen; for such pages, paste the text or upload an export instead.

Sitemap imports follow the same rules for each page.

Paste text

Choose Paste text, give the document a Name (the name shows up in questions and reports) and paste the Text. This suits FAQs, policies and anything that isn’t published as a page.

How much a project holds

	Limit
Documents (sources) per project	5,000
Text per project	20,000,000 characters (about 3.3 million words)

There is no plan limit on documents. These ceilings only protect the service.

Note

With a large set of documents, each answer is judged against the parts most relevant to it, and the run’s report says so.

Read your documents

Once your documents are in, click Read docs on the Knowledge page. A confirmation shows about how many words will be read and the price, at $0.02 per 1,000 words. Click Read and charge to start.

• Only new or changed documents are charged. After the first read, the button becomes Read again, and it reads only the documents added or changed since the last read. Unchanged documents are never charged twice.
• A failed read charges nothing.

Reading breaks your documents into statements. Each statement records the exact sentences it came from, so every later result can point back to your own words.

Kind	What it is	Example
Fact	A value or property	”Business costs $18 per user per month”
Rule	Something that must or must not happen	”Monthly plans are non-refundable”
Exception	A carve-out from a rule	”Enterprise contracts are not covered”
Limit	A limit, window or threshold	”within 30 days”, “up to 10 users”
Procedure	How to do something	”Export from Settings → Data”

Each statement also gets an importance, which later decides how serious a failure about it is:

Importance	Meaning
Critical	Money, legal or security consequences, or a promise the company makes
Major	A customer would be materially misled
Minor	A small inconvenience

When your documents disagree

Reading also checks statements from different documents against each other. When two documents say incompatible things, for example two different refund windows for the same plan, the Disagreements tile on the Knowledge page shows the count. Click the tile to see both sides in your documents’ own words.

Questions built on a statement your documents disagree about have no single right answer. Those questions are marked and left out of the score until you fix the documents. In reports they show as Excluded.

Tip

A disagreement in your documents is often the reason a chatbot gives two different answers to the same question. Fix the documents, click Read again, then generate questions again.