Bot cannot access uploaded documents

Goal

Fix a bot or chat that doesn't seem to "see" the files you uploaded.

Work through these checks

1. Did you attach the file in the right place? A bot only reads files added to that bot's Knowledge section (Bot Builder → Configure → Knowledge). Adding a file to the Knowledge Bank alone, or to a different chat, won't make a specific bot an expert on it. (See How to attach knowledge to a bot.)

2. Did you republish? After adding knowledge to a bot, Publish Changes so the bot picks it up.

3. Are you within the limits? A chat holds up to 10 documents (100 on Boodle Power), and a bot's Knowledge holds up to 30 files (100 on Boodle Power). In either place, no more than 5 can be CSV/XLSX spreadsheets. Beyond that, files may not all be read.

4. Is the file a supported type? .xlsm, audio, and video aren't supported. See Supported file types and size limits.

5. Image not being read? Most image errors mean the image is too large for the AI model. The error often appears only when the model tries to read it, not at upload. Try a smaller image.

Publish button greyed out?

A bot can hold up to 30 Knowledge files, or 100 on Boodle Power. In Bot Builder → Configure, the Knowledge card shows how many files the bot has out of your limit (for example, 32 / 30). If the bot is over the limit, Publish is turned off, and hovering over it shows a message telling you how many knowledge files your plan allows and to remove knowledge to publish.

1. Open the bot in Bot Builder → Configure and expand Knowledge.

2. Remove files until the count is at or under your limit. Keep the ones the bot needs most.

3. Click Publish.

Your bot keeps working in chat while it's over the limit. Only publishing new changes is paused.

Verify it's working

• Ask the bot something answerable only from the document. If it answers correctly, it can see the file.

Still stuck?

Reach out through our contact form with the bot name and the file you're attaching, and we'll get back to you.