Uploading Files to Knowledge Sources

Last updated: September 29, 2026

Upload a document, deck, or video to Knowledge Sources and any of your Marketing Agents can use it. This is where most teams start building their agent's knowledge.

This guide shows you what Docket accepts, how to upload, and how to confirm a file is ready before an agent relies on it.

What do I need before I upload?

  • Access to app.docketai.com.
  • The file you want the agent to use.
  • A quick check that the content is right for customer-facing conversations.

Which file types and sizes does Docket accept?

The upload window accepts .pdf, .docx, .md, .xlsx, .html, .pptx, .xls, .mp4, .webm, .ogv, .mov, .qt, .mkv, .mpeg, and .mpg.

Documents can be up to 150 MB and videos up to 1 GB.

How do I upload a file?

  1. Log in to app.docketai.com.
  2. Open Knowledge Sources in the left navigation.
  3. Open Files.
  4. Click Upload.
Docket Knowledge Sources Files view with the Upload control, search field and file table
  1. Click or drag your file into the upload window.
  2. Complete the upload, then find the file in the All Files list.
Docket upload window listing the supported file types and the document and video size limits

How do I know the file is ready to use?

A file has to finish processing before an agent can answer from it.

  1. Search for the file by name in Files.
  2. Check the row shows the filename and source you expect.
  3. Open Ingestion Jobs if the file has not appeared yet, or if its row shows a processing state rather than a date.

Some rows show a state instead of a timestamp in Last Updated, such as Duplicate, Empty File, or On hold: Contact Support. Resolve that state before assigning the file to a live agent.

What does the Sharing setting do?

Each file has a Sharing value of Internal or External, shown on its row. To change it, open the file's action menu, choose Edit, and set Sharing.

Sharing controls whether a file can be shared outside your organization through a shareable link. For Marketing Agents it makes no difference to what the agent can answer from, present as a slide, or share as a video, so set it based on how you want the file distributed.

How do I let an agent use the file?

Uploading adds the file to the workspace library. Each agent then selects what it needs.

  1. Open Marketing Agent Configuration and select the agent.
  2. Open the Knowledge tab.
  3. Click Customize Sources.
  4. Open the WebApp Files group with its chevron, tick your file, and click Save.
  5. Click Apply.
  6. Open Preview and ask a question whose answer only exists in that file.

The upload is done when the file is in the library and the agent can answer from it in Preview.

How should I keep the file library tidy?

  • Use clear filenames, since that is how people identify sources when configuring an agent.
  • Replace outdated files instead of uploading a second copy.
  • Check processing state before pointing a live agent at a new file.
  • Upload internal-only material only when an agent is meant to use it.

Frequently asked questions about uploading files to Docket

Can I upload a video as a knowledge source?

Yes. The same upload window takes video files up to 1 GB. To let an agent share one in conversation, add it under Videos on the agent's Knowledge tab. See Configuring Videos for Marketing Agent Conversations.

My file uploaded but the agent cannot answer from it. What should I check?

Two things, in order: that the file has finished processing in Ingestion Jobs, and that it is selected for that agent under Customize Sources. Uploading alone does not assign a file to any agent.

A row says "Empty File". What does that mean?

Docket could not read usable text out of the file. That is common with scanned or image-only PDFs. Re-export the document with selectable text and upload it again.

A row says "Duplicate". Do I need to do anything?

It means the same content already exists in the library. Use the existing copy, or remove the older one if you meant to replace it.

Do I need to set Sharing to External for an agent to use a file?

No. For Marketing Agents, Sharing makes no difference to what the agent can use. It only governs whether the file can be shared outside your organization through a shareable link.

I updated the document. How do I get the new version in?

Upload the new version to Knowledge Sources, then remove the outdated copy so the agent is not choosing between two versions.

Where do I find a file in the agent's source picker?

Uploaded files live inside the WebApp Files group. Open that group with its chevron to see individual files.

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