How to Add a File to Pippin's Knowledge

Summary

Overview: Upload a document, spreadsheet or photo so Pippin can use it when answering leads. Pippin reads the file's text (and describes photos) and looks things up in it when a customer asks.

Prerequisites:

• You are the Admin of the workspace.
• Your file is a PDF, DOCX, TXT, XLSX, CSV, JPG, PNG, WEBP or GIF and is 50 MB or smaller.

How Pippin Decides

1. After you upload a file, Pippify reads it and prepares it for search. The file's status moves from Queued to Indexing to Active.
2. Pippin only uses files that are Active. A file you Deactivate stays in the list but Pippin stops using it.
3. When a lead asks a question, Pippin searches your active knowledge and answers from what it finds.
4. For a photo, Pippin uses a written description of the image, which you can read when you open the file.

Limits

• In AI Studio, you add one file at a time. In the setup wizard, you can add several at once. Each file can be up to 50 MB.
• Old Excel files (.xls) are not accepted. Save them as .xlsx first.
• Pippin treats what is in your knowledge as fact, so upload only up-to-date, correct information.

Step-by-Step Instructions

Step 1: Open Add Knowledge

1. In the sidebar, open Settings › AI Studio. The Knowledge tab opens.
2. Click Add Knowledge. The Add source window opens on the Upload file tab.

Step 2: Choose your file

1. Drag the file onto the box (Drag & drop a file here, or click to browse), or click the box to browse.
2. The box shows the file name, size and type.

Step 3: Name it and upload

1. In Document name, Pippify fills in the file name without its extension. Change it to a clear name, like "Cebu Tour Packages 2026". The document is listed under this name.
2. Click Upload & index. The button shows Uploading….
3. The window closes and the file appears at the top of the Knowledge list.

Step 4: Wait for it to finish indexing

1. The Status column shows Queued, then Indexing, then Active.
2. The status strip above the list counts how many files are Indexed, Indexing or queued and Failed.

Other way: the setup wizard

During setup, the Your knowledge step (Add what Pippin should know) takes files too:

1. Drop one or more files on the box (Drop files here, or add from:), or click Upload files and pick them. The button shows Uploading... while the files go up one after another.
2. Each file is listed under its file name with Reading…, then Read when Pippin can use it, or Failed.
3. A file that can't be added is named with the reason, for example "File too large. Maximum size is 50 MB." The other files still go up.
4. Continue turns on once at least one file shows Read. Until then, the step says Add at least one file, or wait until one shows Read.

Verify It Worked

Success criteria:

• The file shows Active in the Knowledge list.
• Click the file name (or ⋮ › View) to see the file, or for a photo, the photo and its description.
• Click Test Pippin at the top of AI Studio and ask a question your file answers.

Troubleshooting

Common errors

• "Unsupported file type. Accepted formats: PDF, DOCX, DOC, TXT, XLSX, CSV, JPG, PNG, WEBP, GIF.": the file type isn't supported. Fix: save it as one of the types listed under Prerequisites.
• "Legacy .xls files are not supported. Save the sheet as .xlsx and upload it again.": Fix: open the sheet in Excel or Google Sheets and save it as .xlsx.
• "File too large. Maximum size is 50 MB.": Fix: split the file, or remove large images from it.
• "File does not appear to be a valid PDF" (or valid Excel workbook / valid image): the file is damaged or its extension doesn't match its content. Fix: export it again from the original app.
• The status shows Failed: hover over Failed to see why. Pippify retries failed files on its own for a short while. If it stays Failed, click ⋮ › Re-index.

Limitations & considerations

• For Word files, use .docx.
• You can't edit a file inside Pippify. To change it, delete it and upload the new version.
• Travel Agency: if Pippify finds supplier rates in a file, a rates chip (for example 12 rates) appears next to its name. Click it to review them on the Rates tab.

Next Steps & Related Resources

• Next steps:
  • How to Manage Knowledge Documents
  • How to Test Pippin Before Going Live
• Related articles:
  • How to Import Knowledge From Google Drive
  • How Pippin Finds Answers in Your Knowledge
  • How to Manage Supplier Rates
  • How to Complete the Setup Wizard

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/19/2026