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Use the status on a Library or Attached knowledge row to tell whether a document is waiting, uploading, ready or in need of recovery. A filename in a list does not mean that every stage succeeded. For agent knowledge, open Home, select the agent, then open Build → Settings → Knowledge. Library opens your stored files and other reference material. These messages concern stored knowledge documents, rather than visitor chat attachments.

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Document status

Processing can take longer than the file transfer. Repeatedly uploading while it is processing does not complete that preparation.

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Saved in Library but not attached

This warning means the document was saved, but its connection to the agent did not succeed. The saved document has not disappeared.
  1. Select Retry attachment on the affected row.
  2. Wait for the attachment result.
  3. Check the source’s row on the intended agent under Build → Settings → Knowledge.
Re-uploading the same file creates another intentional document instead of silently fixing the first attachment. Use the attachment recovery when that is the failed stage.

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Format, size and storage messages

File and storage limits lists the accepted formats and separate caps.

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Retry a failed upload or processing step

  1. Read the affected row’s message.
  2. Correct the cause it identifies, such as an unsupported format.
  3. Select Retry when offered.
  4. If asked to select the same file again, select the original local file.
  5. Read the resulting row status.
Keep the original file available for a transfer retry. Check the result before deciding to delete a failed row. Fix a file that failed to process provides the full recovery walkthrough. If the problem remains unclear, use Get help from a person with the exact message, file type and screen name.