--- title: "Manage Knowledge Sources" slug: "manage-knowledge-sources" updated: 2026-10-27T15:00:57Z published: 2026-10-27T15:00:57Z canonical: "help.gladly.com/manage-knowledge-sources" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage Knowledge Sources **Knowledge Sources** gives you one place to see and manage everything Gladly AI and Team Assist can reference when responding to Customers. Adding a source here doesn't change what Gladly AI has access to today. It brings your existing sources into a single hub that's easier to manage and extend. Sources you add on the Knowledge Sources page become available to select and configure in the Knowledge Sources action within Guide builder, so agents and Gladly AI pull from the same information you've approved centrally. ## Open Knowledge Sources In the left nav, select **Knowledge**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/click knowledge (1).png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) The **Knowledge** page lists every source type available to your org, along with how many items are currently connected to each. ## Use Gladly Answers as a source Gladly Answers are your published Answers content, and Gladly AI references them automatically. There's nothing to configure on the Knowledge Sources page itself. 1. On the **Gladly Answers** tile, select **Go to Answers**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly answers go to answers.png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) 1. This will take you to the [Answers](/product-docs/docs/answers) page of Gladly. 2. Manage the Answers you want Gladly AI to reference from the Answers page, as you do today. ## Use Websites as a source 1. On the **Websites** tile, select **Manage**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/manage website sources.png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) 2. Select **Add website**. ![Instructions to add website domains for Gladly AI to read and answer questions.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add website.png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) 3. Enter a domain or subdomain, such as `yourcompany.com` or `us.yourcompany.com`. Gladly AI reads every page and subdirectory on the site you add. 4. Repeat to add additional websites. 5. Select **Save**. ![Input fields for website domains with a highlighted save button at the bottom.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/websites knowledge (1).png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) A confirmation banner lets you know your websites were saved. Gladly AI can answer from a website once it's indexed. To remove a website, select the **X** next to its domain and select **Save**. ## Use Documents as a source Upload your own files, such as policy PDFs, product guides, and FAQs, so Gladly AI can answer Customer questions from them. You don't need to rewrite the content as Answers first. ### Upload documents 1. On the **Document** tile, select **Manage**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/manage doc.png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) 2. Select **Upload documents**. ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/upload docs.png?sv=2026-02-06&spr=https&st=2026-11-07T22%3A03%3A48Z&se=2026-11-07T23%3A03%3A48Z&sr=c&sp=r&sig=Jfvrhg1VReC8feL3FKdY7wfXJvy9hogQNKjh62LldKM%3D) 3. Choose up to 100 files from your computer. A message confirms the upload, and each document appears in the list with a status: - **Pending**: the file is queued. - **Indexing...**: Gladly AI is processing the document. This usually takes a few minutes, and the page updates on its own. - **Ready**: Gladly AI can reference the document. - **Failed**: the document couldn't be indexed. Hover over the badge to see why. Files uploaded together are grouped under a **Bulk upload** card. Select **Show documents** to expand it. Documents page showing a file uploading with an indexing confirmation If an upload is in progress, select **Cancel upload** to stop it. ### Supported files and limits | Limit | Value | | --- | --- | | File types | PDF, HTML, TXT, Markdown, Word (DOCX), and PowerPoint (PPTX). CSV and RTF aren't supported. | | File size | Up to 40 MB for PDF and 200 MB for other types | | Files per upload | 100 | | Filename length | 255 characters | | Filename characters | Letters, numbers, spaces, and `_ ( ) . , - [ ] & ' + @ ! = ~`. Characters such as `# ? % * / \` and en dashes aren't allowed. | If a filename has characters that can't be used, Gladly tells you to rename the file and try again. > [!NOTE] > Tips for documents > > - **A repeated filename creates a copy.** Uploading "report.pdf" twice adds "report (2).pdf". The first file isn't overwritten. > - **Very long or table-heavy files can fail.** Split them into smaller files and upload again. > - **Gladly AI doesn't cite the document.** It answers from the document's content but doesn't link to the source file. ### Update a document You can't replace a document in place. To update one: 1. Delete the old version. 1. Select the trash icon next to the document. 2. Select **Delete document** to confirm. 1. Gladly AI stops using the document everywhere it was connected, right away. You can't undo this action. 2. Upload the new version. 3. Select the new version again in every Guide section where you chose specific documents. See [Add Knowledge Sources to a Guide](https://help.gladly.com/docs/set-up-knowledge-sources). ## Connect Sources to a Guide Once a source is added on the Knowledge Sources page, it's available to select in the Knowledge Sources action within Guide builder. Uploading a document doesn't connect it to anything on its own: you choose which documents each Guide section can search. See [Add Knowledge Sources to a Guide](https://help.gladly.com/docs/set-up-knowledge-sources) for how to add and configure that action within a Guide.