Knowledge Base

Managing documents

Give Janine the information she needs to sell and support.

The Knowledge Base is where you upload documents that Janine uses to answer customer questions. Without it, she can still sell from your product catalog. With it, she can explain your return policy, reference your sizing guide, and answer the questions your support team gets every day.

Go to Knowledge Base in the left sidebar of your Freway dashboard.

What to upload

The most useful documents are the ones your support team references regularly:

  • Return and refund policies: Janine gets asked about returns constantly. Having your policy uploaded means she gives accurate answers instead of generic ones.
  • Shipping information: Delivery times, shipping costs, international availability.
  • FAQs: If you already have a FAQ page on your site, upload it. Janine will use it.
  • Sizing guides: Especially useful for apparel and footwear stores.
  • Product guides: Care instructions, compatibility info, or usage guides.

You don’t need to rewrite anything. Upload what you already have.

How to upload

Two ways:

  1. File upload: Drag and drop a file into the upload area, or click to browse. Supported formats include PDF, TXT, and common document formats.
  2. URL import: Paste a URL and Freway will pull the content from that page.

After uploading, pick a document type from the dropdown (Policy, FAQ, Guide, Manual, Playbook, Help Doc). This helps Janine understand the context of the document.

Processing pipeline

After you upload a document, it goes through a few steps:

  1. Validation: Checks that the file is readable.
  2. Extraction: Pulls the text content out.
  3. Chunking: Breaks the content into smaller sections.
  4. Embedding: Converts each section into a format Janine can search.

You’ll see a progress indicator for each step. The whole thing usually takes under a minute.

Quotas

Your plan determines how many documents and how much storage you can use. You can see your current usage at the top of the Knowledge Base page:

  • Documents uploaded vs. maximum
  • Storage used vs. maximum

Managing documents

From the Knowledge Base page you can:

  • See all uploaded documents with their status (processing, ready, failed)
  • View metadata like title, type, file size, and number of chunks
  • Delete documents you no longer need

Documents are sorted with the most recently uploaded first.

Tips

  • Start with your return policy and FAQ. These two alone will handle a large percentage of customer questions.
  • Keep documents up to date. If you change your shipping rates, re-upload the updated document.
  • If a document fails processing, check that it’s not password-protected or image-only (scanned PDFs without OCR text won’t work).