Your store almost certainly already has a return policy, a shipping page, or a written FAQ somewhere. The Documents page is where you bring that content directly to Arbyn, so it can answer from your own words instead of the built-in general knowledge it starts with.
What it does
You can upload a file, paste text directly, or write a structured question-and-answer entry. Whichever way you add it, Arbyn breaks it into searchable pieces and can pull the relevant parts into a reply the moment a shopper asks something it covers.
Where to find it
Knowledge → Documents.
Setup (step by step)
Open Knowledge → Documents.
Click Upload to add a file (.docx, .md, or .txt), or Add to paste text or write a structured FAQ entry directly, no file needed.
If you're uploading or pasting a Policy or Custom document, give it a clear title, this is what you'll see in the list later and what helps Arbyn cite it accurately.
If you're adding an FAQ, write the question and the answer as two separate fields, plus optional tags and a source label. Keeping the question and answer distinct helps Arbyn match a shopper's paraphrase of the question, not just an exact repeat of your answer.
Save. The content is indexed within moments and immediately available the next time a matching question comes in.
Edit or delete any entry at any time from the same list; a re-upload replaces the old version cleanly rather than leaving both around.
Open any document to see its detail view, where Re-index document rebuilds the searchable pieces from the text already stored. You rarely need this, since saving an edit re-indexes automatically. It's there for the case where a document looks correct in the list but Arbyn doesn't seem to be finding it. Existing pieces are replaced with fresh ones and it usually takes a few seconds. It never changes your text, so it's safe to run.
How it works
Every document you add, whether it's an uploaded file, pasted text, or a structured FAQ, goes through the same process: Arbyn breaks it into smaller pieces sized for fast, accurate retrieval, turns each piece into something it can compare against a shopper's question, and stores it tied to your store alone. When a shopper asks something, Arbyn compares their question against everything it knows, this content included, and pulls in whichever pieces are actually relevant to that specific question, rather than dumping the whole document into every reply.
Three types of document. A Policy is a written policy in your own words, a return policy, a warranty policy, anything you'd otherwise put on a dedicated page. A Custom document is anything else you want Arbyn to know, freeform. An FAQ is structured differently on purpose: a question and an answer as two separate fields, because embedding both means a shopper's rough paraphrase of the question still matches, not just someone typing your exact answer back at Arbyn. An FAQ also supports tags and an optional source label, useful for your own organization and for seeing at a glance where a particular answer came from.
Size limits exist to keep answers focused. An uploaded file or pasted document is capped at a reasonable size (about 100 KB of text), and an FAQ's question and answer fields are each capped independently, so if one is too long you get a specific error telling you which field needs trimming, rather than a single confusing "too long" message that doesn't tell you where to look.
Re-uploading replaces, it never duplicates. If you upload a new version of the same document (say, an updated return policy), the old indexed pieces for that same entry are removed and replaced with the new content atomically, so Arbyn is never simultaneously drawing on an outdated version and a current one.
Good to know
This is entirely your own words. Nothing here is generated or guessed by Arbyn; it only knows what you actually wrote, uploaded, or pasted.
An FAQ's question and answer are stored and matched separately, so a shopper's own phrasing of the question is still likely to find your answer, not just an exact match.
File support today is .docx, .md, and .txt. PDF upload was removed because scanned PDFs often return no usable text with no clear feedback that anything went wrong.
Editing or deleting takes effect immediately. There's no delay between updating a policy here and Arbyn drawing on the new version.
Your own documents always outrank Arbyn's built-in general knowledge on anything they both touch; the built-in library only ever fills the gap where your own content is silent.
FAQ
What file types can I upload? .docx, .md, and .txt today. PDF was removed as an upload option because scanned PDFs frequently return empty or unusable text without any way to tell that happened.
Why does an FAQ have separate Question and Answer fields instead of one text box? So Arbyn can match a shopper's own paraphrase of the question, not just an exact repeat of it. Both fields are embedded together, giving Arbyn two ways to recognize a relevant match instead of one.
If I update a policy, does the old version stick around anywhere? No. Uploading a new version replaces the indexed content for that entry completely; there's no lingering old copy for Arbyn to accidentally draw on.
Does adding a document here override Arbyn's built-in knowledge? Yes, whenever they cover the same ground. Your own documents always take precedence over the general, all-stores knowledge Arbyn starts with.