Adding Knowledge Bases and Files to Your Chatbot
A chatbot without knowledge files is just an AI with instructions. Knowledge files are what transform a generic assistant into an expert on your specific topic. This lesson covers how to prepare, upload, and optimize files for both Custom GPTs and Claude Projects.
Why Knowledge Files Matter
Without knowledge files, your chatbot can only rely on its general training data. With knowledge files, it can:
- Answer specific questions about your company, product, or topic
- Quote accurate details like policies, prices, or procedures
- Stay grounded in real information instead of guessing
- Handle edge cases that general AI knowledge does not cover
The difference is dramatic. A customer support chatbot without your FAQ document will give generic advice. With it, the chatbot gives answers that match your actual policies.
What Files Should You Upload?
Start with documents that your chatbot needs to reference when answering questions:
| File Type | Examples |
|---|---|
| FAQs | Customer FAQ, internal FAQ, product FAQ |
| Guides | Employee handbook, user manual, getting started guide |
| Policies | Return policy, privacy policy, company rules |
| Catalogs | Product catalog, service descriptions, pricing sheets |
| Templates | Email templates, response templates, checklists |
| Reference data | Contact lists, schedules, specifications |
Preparing Your Files
Good file preparation directly impacts chatbot quality. Follow these guidelines:
Format for Readability
AI reads documents as plain text. Structure your files so the content is clear:
Good structure:
# Company Benefits
## Health Insurance
We offer three tiers:
- Basic ($50/month): Essential care coverage
- Standard ($120/month): Adds specialist visits
- Premium ($200/month): Full coverage including dental and vision
Enrollment deadline: Within 30 days of start date
Contact: benefits@company.com
Bad structure:
benefits info - health ins. is basic 50 standard 120 premium 200 enroll within 30 days
Use Clear Headings
Break content into sections with descriptive headings. This helps the AI find relevant information quickly:
- Use
#for main topics - Use
##for subtopics - Use
###for specific details
Keep Files Focused
One well-organized file per topic works better than one massive document:
| Instead of | Use |
|---|---|
| One 50-page "Everything" document | Separate files: Benefits.md, Policies.md, Office-Info.md |
| A raw database export | A cleaned summary with the key information |
| A scanned PDF with no text | A typed version of the same content |
Recommended File Formats
| Format | Support | Best For |
|---|---|---|
| GPTs + Claude | Formatted documents, manuals | |
| TXT / MD | GPTs + Claude | Plain text, structured content |
| DOCX | GPTs + Claude | Word documents |
| CSV | GPTs + Claude | Structured data, catalogs |
| XLSX | GPTs only | Spreadsheets |
Uploading to Custom GPTs
- Open your GPT in the GPT Builder
- Go to the Configure tab
- Scroll to the Knowledge section
- Click Upload files
- Select your prepared files (up to 20 files)
Tips for Custom GPTs:
- Each file counts toward the 20-file limit regardless of size
- Combine small related files into one if you are running out of slots
- Name files descriptively:
Employee-Benefits-2026.pdfnotdoc1.pdf - The GPT will search across all uploaded files when answering
Referencing Knowledge in GPT Instructions
Add a line to your instructions telling the GPT how to use its files:
Uploading to Claude Projects
- Open your project in Claude
- Click the Project Knowledge section (or the paperclip icon in project settings)
- Click Add content to upload files or paste text directly
- Your files are added to the project context
Tips for Claude Projects:
- Claude has a 200K token context window for project knowledge
- You can paste text directly in addition to uploading files
- Combine related content in a single paste for smaller pieces
- Claude reads the full project knowledge for every conversation
Referencing Knowledge in Claude Instructions
Add this to your project instructions:
Uploading to Gemini Gems
- Open your Gem's settings
- Look for the knowledge or files section
- Upload your documents
- Save the Gem
Gemini Gems can also use Google Search grounding to supplement uploaded knowledge with current web information.
Testing Your Knowledge Base
After uploading files, test that your chatbot uses them correctly:
Test 1: Direct Question
Ask something that is answered explicitly in your files.
"What are the health insurance options?"
Expected: A specific answer matching your documents.
Test 2: Detail Question
Ask for a specific detail that requires reading the document carefully.
"What is the enrollment deadline for benefits?"
Expected: The exact deadline from your file.
Test 3: Cross-Document Question
Ask something that requires information from multiple files.
"What should I do on my first day regarding benefits and office access?"
Expected: A combined answer pulling from relevant files.
Test 4: Missing Information
Ask something not covered in your files.
"What is the company's stock option plan?"
Expected: A clear statement that this information is not available, with a redirect.
Common Knowledge Base Problems and Fixes
| Problem | Cause | Fix |
|---|---|---|
| Chatbot ignores uploaded files | Instructions do not reference knowledge base | Add explicit instructions to check files first |
| Inaccurate answers | Files contain outdated or ambiguous information | Update the source files and re-upload |
| Cannot find specific details | Information buried in large, unstructured documents | Break into smaller, well-organized files |
| Makes up information | No instruction to stay grounded | Add "only answer from your knowledge files" to instructions |
| Responds with "I don't know" too often | Files do not cover the topic well enough | Add more relevant content to your knowledge base |
Knowledge Base Maintenance
Your chatbot's knowledge base is not a set-and-forget system. Plan to:
- Review monthly: Are the files still accurate?
- Update after changes: New policies, prices, or procedures should be uploaded promptly
- Remove outdated files: Old information can confuse the AI
- Add based on gaps: If users keep asking questions your chatbot cannot answer, add documents that cover those topics
Key Takeaway
Knowledge files are what make your chatbot genuinely useful rather than generically helpful. Well-prepared, clearly structured documents dramatically improve response quality. Test after every upload, and maintain your knowledge base over time. In the next lesson, you will learn how to publish, share, and continuously improve your chatbot.