---
title: "Concierge Agent: Uploading and Managing Knowledge"
---

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# Concierge Agent: Uploading and Managing Knowledge

**Tip:** Training isn’t just about uploading all your files — it takes a bit more to build a great agent. Organize your file content by following these [guidelines.](https://guide.sprout.ph/sprout-concierge-serge-simplified-best-practices-you-need-to-know?hsLang=en)

1. Click **Add Data Source**. You will see these accepted formats:
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-46-31-5963-AM.png?width=670&height=141&name=image-png-Jun-08-2026-12-46-31-5963-AM.png)  
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-46-53-4064-AM.png?width=670&height=389&name=image-png-Jun-08-2026-12-46-53-4064-AM.png)  
   **Note:** When uploading multiple knowledge sources, successfully uploaded knowledge might not be trained right away. It might take a few minutes for the agent to train itself as it is processing the knowledge uploaded one by one. During this time, you will not be able to upload or delete any knowledge. You may leave the page by clicking on the back arrow and come back while the agent is still training in the background. 
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-47-20-0862-AM.png?width=670&height=387&name=image-png-Jun-08-2026-12-47-20-0862-AM.png)
   
   **Tip:** When replacing knowledge, the following steps are recommended:
   
     - Delete all knowledge and reupload them including the new knowledge (highly suggested if you still have access to your previous knowledge); or
     - Upload the new knowledge first (with a different filename) and delete the old knowledge afterwards. This is to ensure that the agent will still answer even if some knowledge has been removed.

### **Uploading Files**

1. Select **File**.
2. Upload the files.
3. Click **Train**.
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-47-54-7883-AM.png?width=670&height=380&name=image-png-Jun-08-2026-12-47-54-7883-AM.png)
   
   #### Criteria
   
     - Files should be in PDF, DOCX, PPTX, or HTML format.
     - Old versions of DOC or PPT will not work. Please convert them to DOCX or PPTX.
     - Files should not be password-protected.
     - File content should be typewritten (editable text that can be copied and pasted, not scanned).
     - Images will be disregarded.
     - Max file size for each batch upload should be 50 MB.

**Importing from Zendesk

Note: All articles from a given Zendesk website will be retrieved. If you need to import a specific Zendesk article, add knowledge via website URL instead.** 

1. Select **Zendesk URL**.
2. Enter or paste the Zendesk URL you want to import from.
3. Click **Add URL**. You may remove the articles you want to exclude.
4. **Click Train. 
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-49-23-0256-AM.png?width=1220&height=692&name=image-png-Jun-08-2026-12-49-23-0256-AM.png)**
   
   #### **Criteria**
   
   Make sure to specify the following when entering your Zendesk help center URL:
   
     - The [subdomain](https://support.zendesk.com/hc/en-us/articles/4409381383578-Where-can-I-find-my-Zendesk-subdomain') name you chose when you set up your account, followed by **zendesk.com/hc**
     - **Example:**
     - mycompany.zendesk.com/hc
     - The [main language](https://support.zendesk.com/hc/en-us/articles/4408821324826-Zendesk-language-support-by-product#h_01EYXD488X3XK23TG9VPG0W6KS) based on the locale code in the URL
     - **Example:**
   **“.../hc/en-us”**

**Importing from Websites**

Note: The whole website will not be imported. Only individual web pages will be retrieved. Private links are also not supported. 

1. Click **Add Knowledge**.
2. Select **Website URL**.
3. Enter or paste the website URL you want to import from.
4. Click **Add URL**. You may remove the web pages you want to exclude.
5. Click **Train**. 
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-50-57-6880-AM.png?width=1222&height=696&name=image-png-Jun-08-2026-12-50-57-6880-AM.png)
   
   | **Tip:** You may edit and rename web pages to properly label the pages retrieved. |
   | --- |

#### **Criteria**

| **Note:** Images will be disregarded. |
| --- |

Here are the examples of website URLs supported:

![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-51-35-8474-AM.png?width=1225&height=330&name=image-png-Jun-08-2026-12-51-35-8474-AM.png)

#### **Limitations**

Here are the examples of website URLs not supported:

![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-51-57-2104-AM.png?width=1218&height=515&name=image-png-Jun-08-2026-12-51-57-2104-AM.png)

 **Deleting Knowledge**

| **Note:** When deleting knowledge sources, successfully deleted knowledge might not be removed right away. It might take a few minutes for the agent to train itself as it is processing the remaining knowledge uploaded one by one. During this time, you will not be able to upload any knowledge. You may refresh the page from time to time to check if the knowledge has been removed. |
| --- |

 **Deleting Single Files**

1. Click the trash icon of the file you want to delete.
2. A confirmation modal will be displayed. Click **Delete**.
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-52-35-3088-AM.png?width=1223&height=717&name=image-png-Jun-08-2026-12-52-35-3088-AM.png)

### **Deleting Selected Files**

1. Select the files you want to delete.
2. Click **Delete Selected**.
3. *A confirmation modal will be displayed. Click **Delete**. 
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-53-15-9764-AM.png?width=1231&height=702&name=image-png-Jun-08-2026-12-53-15-9764-AM.png)*

### **Deleting All Files**

1. Click **Delete All**.
2. A confirmation modal will be displayed. Click **Delete**.
   
   ![](https://guide.sprout.ph/hs-fs/hubfs/image-png-Jun-08-2026-12-53-38-4368-AM.png?width=1208&height=691&name=image-png-Jun-08-2026-12-53-38-4368-AM.png)

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