Documents Overview

Documents are the knowledge foundation for your AI agent. By uploading relevant content—FAQs, policies, product information—you give your agent the information it needs to provide accurate, helpful responses to customer inquiries.

How Documents Work

Customer asks: "What's your return policy?"
                    ↓
         AI Agent searches documents
                    ↓
    Finds "Return Policy" document content
                    ↓
    Generates accurate, branded response

Your documents are:

• Stored securely: Encrypted and private to your brand
• Instantly searchable: Your agent finds relevant content in milliseconds
• Always current: Update anytime, changes reflect immediately

Document Types

Airmailer supports categorizing your documents for better organization:

| Type | Best For | |------|----------| | Terms | Terms of service, user agreements | | Privacy | Privacy policies, data handling | | Returns | Return policies, refund procedures | | FAQ | Frequently asked questions | | Other | Product info, guides, any other content |

What to Upload

Essential Documents

Start with these for the best agent performance:

1. FAQ Document

   • Common customer questions
   • Product/service explanations
   • Basic troubleshooting

2. Return/Refund Policy

   • Return timeframes
   • Conditions and exceptions
   • Process instructions

3. Product Information

   • Features and specifications
   • Pricing details
   • Usage instructions

Nice to Have

Expand your agent's knowledge with:

• Shipping information and timeframes
• Company background and values
• Technical documentation
• Tutorial and how-to guides

Document Quality Tips

Be Specific

✗ "We have a flexible return policy."
✓ "Returns are accepted within 30 days of purchase with original receipt."

Use Clear Structure

## Return Policy

### Timeframe
Returns must be initiated within 30 days of delivery.

### Condition
Items must be unused and in original packaging.

### Process
1. Log into your account
2. Navigate to Order History
3. Click "Start Return"

Include Common Variations

Anticipate different ways customers might ask:

• "How do I return something?"
• "Can I get a refund?"
• "What's your return policy?"
• "I want to send this back"

How the Agent Uses Documents

When a customer sends an email:

1. Query Understanding: Agent understands what the customer is asking
2. Document Search: Searches your documents for relevant content
3. Context Extraction: Pulls specific information needed to answer
4. Response Generation: Crafts a helpful response using the information
5. Brand Application: Applies your tone of voice and formatting

The agent always prefers information from your documents over general knowledge, ensuring accuracy and consistency.

Document Limits

| Plan | Document Limit | Per-Document Size | |------|---------------|-------------------| | Starter | 10 documents | 2 MB | | Growth | 50 documents | 2 MB | | Enterprise | Unlimited | 2 MB |

Managing Documents

Adding Documents

• Upload files
• Import from URLs

Organizing Documents

• Assign appropriate document types
• Use descriptive titles
• Keep content up to date

Removing Documents

• Delete outdated documents
• Archive seasonal content
• Remove duplicates

Best Practices

1. Keep documents current: Review and update quarterly
2. One topic per document: Easier for the agent to find relevant info
3. Use consistent formatting: Headings, lists, and clear structure
4. Test after adding: Send test questions to verify agent responses

Next Steps

• Upload your first document
• Learn about supported formats
• Import content from URLs