Snippets and files

The crawler can only index what your website publishes. Everything else — prices you never put on a page, the answer to a question that keeps coming up, a policy that lives in a PDF on someone’s desktop — goes in by hand.

Workspace → Knowledge → Text snippets.

Snippets

A snippet is a title and a body. It is chunked and embedded exactly like a crawled page, so it competes with your website content on relevance rather than overriding it.

Good snippets are specific and self-contained:

Title: Refunds outside the 30-day window Body: After 30 days we do not refund, but we do credit the amount against a renewal for up to a year. Ask support to apply it; there is no form.

Bad snippets are the ones that need context you did not give:

Title: Pricing Body: See the pricing page.

Caution

A snippet is not a rule. If you want the assistant to always behave a certain way — never promise delivery dates, always mention the trial — that belongs in the persona and extra instructions on the Answer quality page, not in a snippet. The retriever might not surface a snippet at all if the question is not close enough to it.

Keeping them honest

Snippets do not expire and nothing re-checks them, which makes them the most likely thing in the index to go stale. Two habits help:

• Put a date in the body when the fact has a shelf life — “as of March 2026, the trial is 14 days”. The assistant will quote it, and a visitor reading a dated fact treats it correctly.
• When something changes on the website, search the snippets for it. The crawler updated your pages; it did not update your notes.

When a snippet should be a page instead

If visitors keep asking something, and the answer is not on the site, the snippet is a patch and the page is the fix. Content gaps exist to make that choice visible — see Content gaps. Answering it in a snippet helps the people who reach the chat; publishing the page also helps everyone who searched for it and never arrived.

Uploads from visitors

Separately from all of this, visitors can attach images and documents to their own messages — up to 8 MB each. Those attachments belong to the conversation: they are read to answer that visitor’s question and shown to you on the conversation, but they never enter the agent’s index and never influence anyone else’s answers.