Knowledge base · Autessa Support Desk
Document library
Autessa Support Desk includes a document library for the manuals, policies and guides you already have. Upload PDF, Word, PowerPoint, text or markdown files up to 25 MB each; the AI reads them, your team and the assistant search and answer from them, and you choose whether customers can download them.
The problem it solves
The answer is in a PDF nobody can search
Pricing sheets, onboarding guides and policies live as files. Rewriting them as articles takes weeks. Upload them and they are searchable and answerable the same day.
What you get
- Drag and drop PDF, Word, PowerPoint, text or markdown files, up to 25 MB each.
- Choose whether new uploads are public (Help Center) or internal, and change it per document later.
- “What the AI read” shows the overview the AI wrote of each file, and the file becomes searchable in a minute or two.
- Preview documents in place: PDFs page by page, Word files converted for reading.
- Add a one-sentence summary for search results, and file documents into the same collections as articles.
- In the Help Center, public documents appear as guides and resources with a preview, an overview of what is inside and a download.
How it works
How does document library work in Autessa Support Desk?
Upload
Documents: drop files and choose public or internal.
The AI reads it
It writes an overview and makes the file searchable.
Use it everywhere
Search, AI drafts, the copilot and the assistant can all use it.
Every option
Document settings
| Option | What it does |
|---|---|
| File types | PDF, Word, PowerPoint, text, markdown. |
| Size | Up to 25 MB each. |
| Who can see it | Help Center (customers can read and download) or internal (your team and its AI tools). |
| Summary | One sentence shown in search results. |
| Collection | Shared with articles. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Upload, preview, change visibility, summarize, move and delete documents. |
| Customer (signed in to your Help Center) | Preview and download documents published to the Help Center. |
Where AI helps
Each document is read by AI when it is uploaded, so the assistant and your team’s AI tools can answer from it right away.
AI in Support Desk drafts, suggests, routes and checks. Anything a customer receives from your team is sent by a person.
FAQ
Questions about document library
Straight answers. If something is not covered here, book a demo and ask us directly.
Can the support AI answer from PDFs?
Yes. Upload PDFs, Word, PowerPoint, text or markdown files and the AI reads them, so drafts, the copilot and the assistant can answer from them.
Can I keep a document internal?
Yes. Each document is either public in the Help Center or internal to your team and its AI tools.
How big can files be?
Up to 25 MB each.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours