Knowledge Base

Importing Content

Add text, files, and resolved tickets to the Knowledge Base

The Knowledge Base accepts manually entered text, .txt, .md, and .pdf files, and selected resolved or closed tickets. These sources become internal reference material for Keva's AI and staff search.

Add text or Markdown

  1. Open Knowledge Base.
  2. Select Add to Knowledge Base.
  3. Paste or type the content, or choose one .txt or .md file.
  4. Check the extracted text, enter a title and category, and select Save.

Text and Markdown files are loaded into the editor before the entry is saved. The editor accepts up to 500,000 characters of content.

Upload a PDF

  1. Open Add to Knowledge Base.
  2. Choose one .pdf file.

PDF uploads are imported into the default category; you can change the category afterwards on the article. Keva extracts the PDF text and creates the entry immediately. The file name without its extension becomes the title. Empty, corrupted, unreadable, or password-protected PDFs are rejected, and extracted content must be within the server limit.

Text and PDF files are limited to 4 MB. Text and Markdown files are also limited to 500,000 characters, and extracted PDF text over 500,000 characters is refused.

Import resolved tickets

  1. Open Add to Knowledge Base and select Browse Tickets to Import.
  2. Search by ticket subject and select resolved or closed tickets.
  3. Import the selected tickets; up to 20 tickets can be selected in one batch.
  4. Review the entries shown under AI Suggestions.

An imported entry needs both an inbound customer message and an outbound reply. Keva redacts personal information from the imported question and answer. If an import already exists in an active or suggested state, it is skipped. If the existing import is archived, Keva reactivates it as a suggested entry instead. Imported entries are marked suggested until staff accept, edit, or dismiss them.

Review imported content

Open the entry to check its title, category, and content. Accepting a suggestion makes it active reference material. Dismissing it archives the entry. Archive or edit controls depend on the permissions available to the staff member.

Check the indexing status after an import. An entry may be searchable, pending, failed, or not searchable yet; entries without a semantic index may still be found by keyword matches.

Not available

The current Knowledge Base does not import directly from Zendesk, Freshdesk, or Intercom. CSV, ZIP, scheduled, and rollback imports are also not available.