Uploading files

Upload a file you already have, such as a returns policy as a PDF, and Pip drafts replies from it from the next email on.

Uploading a file

1. Open Knowledge.
2. Under Add a document, choose the File tab.
3. Optionally enter a title and choose a document type. Without a title, the file name is used.
4. Choose Choose file and select the file.

The file is read straight away and appears under Documents.

Supported files

Files can be up to 4 MB. See File formats for what each format keeps.

PDF files

• The text is read page by page, up to the first 300 pages.
• A scanned PDF has no text to read: put its text in a text file and upload that instead.
• A password-protected PDF can't be opened: save it again without the password.

Word files

• Saved as .docx (Word, Google Docs, Pages and LibreOffice all export it).
• Headings, lists, paragraphs and tables are kept, including text in content controls and text boxes.
• Tracked deletions, footnotes and images are left out.
• Older .doc files: save them as .docx or PDF first.

Titles and types

Give each document a clear title:

✓ 30-day returns policy
✓ Sizing guide
✓ Delivery FAQ

✗ Document 1
✗ Policy

Choose the type that fits: FAQ, Returns policy, Terms and conditions, Privacy policy or Other. The type decides which entry under Recommended documents shows as Added.

After uploading

• The document appears under Documents, and Pip uses it for new drafts.
• Open the document to see the text Pip reads and its earlier versions.
• Delete a document with the delete button on its row.

When an upload fails

The error message says why. Common reasons:

• The file is larger than 4 MB.
• The format isn't supported: use PDF, Word (.docx), Markdown, HTML or plain text.
• The PDF is a scan or has a password, or the Word file is an old .doc.

Next steps

• File formats
• Add web pages
• How Pip drafts replies