Making your documents work well with the chatbot
The chatbot does not read your files the way a person scrolls through them. It reads the text inside them and looks for the parts that best match an employee’s question. How you write and structure that content has a big impact on whether answers are accurate and helpful.
Before you publish
The chatbot can only use content that is:
Published as Live — drafts are not included
Shared with the organisation — personal documents are not included
In a supported format (see below)
Up to date — after you edit and save, it may take a short while before changes appear in answers
Employees only get answers from documents they are allowed to see, same as in the documents library.
Supported file types
You can add content in two ways: write a page in the platform, or upload a file.
What you upload | Supported |
Yes | |
Word ( | Yes |
Excel ( | Yes |
PowerPoint ( | Yes |
Images (PNG, JPG, GIF, WebP) | Yes — the system describes what is in the image |
Older Excel ( | No — save as |
Text files, CSV, video, audio | No — use a page or PDF instead |
If you both write a page and attach a file, the chatbot uses the page text, not the attachment. Put the important information in one place, not split across both.
General writing principles
These apply no matter which format you use.
Use a clear title and short description
When someone asks “How do I report sick leave?”, the chatbot weighs the document name and description heavily. Write them the way people actually ask questions:
Good title: “Sick leave and absence reporting”
Weak title: “Policy v3 final”
Good description: “How to report sickness, deadlines, and who to contact.”
Structure content in clear sections
Break long documents into sections with headings that match real topics (e.g. “Requesting leave”, “Returning to work”, “Contact”).
Leave a blank line between sections.
Start each section with what it is about in the first sentence — avoid “see above” or “as mentioned earlier”.
Keep one main topic per section so an answer can stand on its own.
Write for questions, not only for reading cover-to-cover
Think about what employees might type:
“How many days notice for holiday?”
“Who approves expenses?”
“Password reset”
Use those words in headings and body text. If you call something “annual leave” in policy but everyone says “holiday”, mention both once.
Put important facts in plain text
Especially include in writing (not only in images or charts):
Names, email addresses, phone numbers
Deadlines, amounts, eligibility rules
Step-by-step procedures
Exceptions (“does not apply if…”)
The chatbot is encouraged to share contact details when they appear in the text.
One document, one main subject
A single long “everything about HR” file is harder to search than several focused documents (“Expense policy”, “Travel policy”, “Working from home”). Split where it makes sense for employees.
Writing pages in the platform
Pages you create in the editor are often the easiest to get right, because you control headings, lists, and tables directly.
Do:
Use heading styles (Heading 1, 2, 3) for sections — not just bold text
Use bullet or numbered lists for steps and requirements
Use tables for comparisons (e.g. benefit tiers, allowance types)
Add a short summary at the top: who it applies to, what it covers
Describe images in a sentence below or above them (“Org chart showing reporting lines to Regional Manager”)
Avoid:
Putting the real answer only in an image on the page without any text around it
Huge walls of text with no headings
Relying on colour or layout alone to convey meaning
PDFs
PDFs work well for formal policies and designed layouts. The system reads the PDF and turns it into searchable text, including an attempt to describe tables, charts, and diagrams.
How to structure a PDF for the chatbot
Use real headings in Word or your design tool before exporting to PDF — not only larger bold text. Headings become clear sections when read.
Start with a short overview on page one: purpose, who it applies to, last updated date.
One topic per section with a clear heading (e.g. “3. Expense claims”, not “3. Miscellaneous”).
Tables: use simple tables with header rows. Avoid merging many cells in ways that are hard to follow when read as plain text.
Diagrams and flowcharts: add a text box or caption that explains the flow in words, e.g. “Employee submits form → Manager approves within 5 days → HR records in system.”
Charts: include a title and, if possible, one sentence on what the chart shows (“Sick days per team decreased in Q3”).
Prefer digital PDFs (exported from Word, etc.) over scanned paper photos when you can — scanned pages can still work but typed text is more reliable.
PDF example structure
Sick leave policy
Last updated: March 2025 | Applies to: all employees
Summary
Employees must report absence on day one...
Reporting sickness
1. Notify your manager before 10:00...
2. Complete the form in...
Returning to work
...
Contact
HR: hr@company.com | Phone: ...
Word documents (.doc / .docx)
Word files are read as text in order — fancy layout, text boxes in margins, and multi-column designs may not come through in the right order.
How to structure Word for the chatbot
Use built-in heading styles (Heading 1, 2, 3) for every section.
Keep the main story in the main body — not only in headers, footers, or side text boxes.
Use simple tables with a header row; avoid nested tables where possible.
For images and SmartArt, add a caption or one line of text: what the figure shows.
Save as .docx (modern format).
Export to PDF if the layout is very complex — PDF handling often copes better with visual content.
Good vs weak Word structure
Weak | Better |
One long paragraph, no headings | Headings + short paragraphs under each |
Critical rule only in a text box | Same rule repeated in the main body |
“See appendix” with no summary | Short summary in main text + appendix |
File named | Clear name: |
Excel spreadsheets (.xlsx)
Spreadsheets are read as text from cells, row by row — not as a visual grid. Charts on their own are easy to miss.
How to structure Excel for the chatbot
Add a “Read me” or “Overview” sheet at the front with plain-language explanations:
What each sheet is for
How to read the data
Who to contact with questions
Use clear sheet names: “Leave allowances”, not “Sheet2”.
Put column headers in the first row and keep them descriptive (“Max days per year”, not “Col D”).
Avoid leaving important meaning only in cell colours or charts — write the rule in a cell or on the overview sheet.
For lookup tables, add a note above the table: “Use this table to find your allowance by grade and years of service.”
Save as .xlsx (not the older
.xlsformat).
PowerPoint (.pptx)
Slides are read as text in slide order. What is not in text on a slide (spoken notes, animations, icons only) is usually not available to the chatbot.
How to structure PowerPoint for the chatbot
Put the main message in the slide title, not only in the subtitle or body — titles carry a lot of weight.
Use short bullet points with full phrases, not single words (“Submit expenses within 30 days”, not “30 days”).
One idea per slide where possible.
Do not put essential information only in images, icons, or charts — duplicate it in bullets or speaker notes (notes may not always be indexed; body text is safest).
Add a summary slide at the end with key contacts and links.
Save as .pptx (not
.ppt).
Example slide
Title: How to request flexible working
Bullets:
Submit form at least 8 weeks before proposed start date
Manager responds within 2 weeks
HR confirms in writing after approval
Questions: people@company.com
Image files (PNG, JPG, etc.)
When you upload an image as the document file (not only embedded in a page), the system tries to describe what it sees — useful for org charts, floor plans, or infographics.
Tips:
Use readable labels and large text in the image.
Add a document title and description in the platform that say what the image is (“Building A fire exit map — ground floor”).
For anything safety- or policy-critical, also provide a written page or PDF with the same information in text.
Learning courses
The chatbot can use published courses, but only from text screens. It does not learn from quiz questions, videos, or unpublished modules.
Tips:
Put policies, procedures, and FAQs in text screens with clear screen titles.
Use module names that describe the topic (“IT setup”, not “Module 3”).
Publish modules when they should appear in answers.
If something must be findable, do not hide it only inside a quiz.
Common mistakes
Mistake | What happens |
Leaving a document in Draft | Chatbot cannot use it |
Uploading a personal document | Not included in organisation answers |
Title like “Document1” with no description | Harder to match real questions |
All content in a video or audio file | Not searchable — add a written summary |
Policy only in a quiz or image with no text | Chatbot may not know it |
Page is empty but file is attached | Chatbot may use the empty page, not the file |
“See section 4” without section 4 being self-explanatory | Answer may miss context |
Outdated Live document after a policy change | Employees may get old information until you update and save |
Quick checklist
Before you set a document to Live, check:
[ ] Title and description explain the topic in everyday language
[ ] Content is divided into clear sections with headings
[ ] Important details (steps, contacts, deadlines) are in written text
[ ] File type is supported (PDF, Word, Excel, PowerPoint, image, or platform page)
[ ] For PDFs/Office: structure uses headings, not layout alone
[ ] For spreadsheets/slides: overview or titles explain what tables/charts mean
[ ] Images that matter have a caption or summary in text
[ ] Document is Live, shared with the right audience, and up to date