Add knowledge files and web pages to Olvio's knowledge base

Olvio's knowledge base holds documents and web pages with facts that aren't on your product pages, such as an FAQ, a size guide, care instructions, warranty terms or spec sheets. The AI uses them in product page chats and, on the Growth and Scale plans, in Olvio Advisor conversations.

You manage them on the AI Setup page, in the Knowledge files and External web pages sections. Both sections are available on every plan, and your plan sets how many files and pages you can add. These two sections don't use the page's save bar: a file is saved when you click Save to knowledge base, and a web page is saved when Olvio has read it.

In product page chats, Olvio already reads your store's own pages, blog articles and policies: see How Olvio reads your store pages, blog articles and policies. Olvio Advisor conversations don't use them, so on the Growth and Scale plans, add any store page the Advisor needs under External web pages. A page you add there is also sent with every product page chat message, and as your newest entry it can push older files and pages out of the ones the AI uses (see How Olvio uses your files and pages below), so add only the pages the Advisor needs. Notes about a single product belong in that product's custom.olvio_knowledge metafield: see Add product-specific notes with the custom.olvio_knowledge metafield.

Upload a knowledge file

Knowledge files accept PDF, DOCX, TXT, MD and CSV files, up to 50MB each. Olvio ignores other file types: if you drop or select one, such as an Excel spreadsheet or an older Word file (.doc), no review window opens. Save spreadsheets as CSV, and older Word files as DOCX or PDF, before you add them.

In the Olvio admin, open AI Setup.
In Knowledge files, click Add files and choose a file, or drop a file on the upload area.
Olvio extracts the text in your browser and shows Reading followed by the file name. A window titled Review: followed by the file name then opens.
Check the text and edit it if needed. Only the text in this window is saved.
Click Save to knowledge base. The message File uploaded confirms the upload, and the file appears in the list. To stop without saving, click Cancel.

Olvio doesn't upload the original file: it sends and stores only the file name and the text from the review window, and the AI can see both.

Files are added one at a time. If you drop or select several, Olvio opens the first one and shows a message; add the others after you save or cancel it.

Check the extracted text

Warnings about the extraction appear at the top of the review window, under Heads up:

Files with no text. If Olvio finds no text in a file, the text box stays empty and Save to knowledge base is unavailable. For a PDF, the message says the PDF looks scanned or image-only: a scanned PDF has no selectable text, so run text recognition (OCR) on it first, or paste the text into the box yourself. If only some pages are scanned, Olvio skips those pages without a warning, so check that the text box contains every page you need. For other files, such as a Word document that holds only images, the message is No readable text was extracted from this file. Check that the document contains text rather than images of text, or paste the text into the box yourself.
Files Olvio can't read. If a PDF or DOCX is damaged or protected, or your browser can't load Olvio's PDF or DOCX reader (for example on a network or with a browser extension that blocks it), the text box stays empty, Save to knowledge base is unavailable, and the Heads up message starts with Couldn't read followed by the file name and the reason. If the file asks for a password when you open it, save a copy without the password and add that copy. If the file opens normally on your computer without a password, turn off any browser extension that might block the reader, or switch to another browser or network. Then open the Olvio admin again in a new browser tab and add the file again: adding it again on the page that's already open can show the same message. If it still fails, or if the file doesn't open normally, re-save it from another app, or copy its text into a TXT file, and add it again.
Word documents. A DOCX file can also show a few short notes from the conversion. Check that the text in the box looks right; if it does, you can save.
Repeated lines. In multi-page PDFs, Olvio removes short lines that repeat on many pages, such as headers and footers, and tells you how many it trimmed. Check that nothing you need was removed.
Long documents. Each file can hold up to 900 KB of text. The counter under the text shows the current size, for example 120.5 KB / 900 KB (max per file). If a document is longer, Olvio keeps the first 900 KB and warns you.

For CSV files, Olvio turns each row into a table line and splits columns at every comma, including commas inside quoted text. If some cells contain commas, check those rows in the review window.

Olvio reads TXT, MD and CSV files as UTF-8 text. If accented letters look wrong in the review window, click Cancel, save the file again with UTF-8 encoding (in Excel, choose CSV UTF-8 (Comma delimited)), then add it again.

Add an external web page

In AI Setup, go to External web pages and paste the page's full address, for example https://example.com/faq.
Click Add. The button shows a spinner while Olvio reads the page.
When the page has been read, you see Page added to the knowledge base and the page appears in the list.

Olvio keeps all the text on the page, including menus and footers, so choose pages focused on the information shoppers need.

If the page can't be read, nothing is saved and you see Could not fetch this page: followed by the reason. The address stays in the field so you can correct it. Olvio can read a page when:

The address starts with https:// and uses a public domain name. IP addresses, localhost and addresses with a port number (such as :8080) are refused with Invalid URL. Use a full public https:// address.
The page is public. Olvio can't log in to a site, so it only sees what a visitor who isn't logged in sees. If that visitor gets a login, password or cookie page at that address, Olvio can save that page's text instead, without an error, and show it as Fetched. To check, open the address in a private browser window.
The address points to a web page or a plain text file. Other files, such as a PDF linked from a website, fail with Unsupported content type: download the file and upload it under Knowledge files instead.
The text is in the page itself. Olvio doesn't run the page's scripts, so a page that builds its content with JavaScript can fail with No readable text found on the page, or give Olvio only part of its text.
The site lets automated visitors in. Some sites block automated visitors, so the page can fail with an HTTP error such as HTTP 403, or with No readable text found on the page, even if it opens in your browser. In that case, copy the page's text into a TXT file and upload it under Knowledge files.
The page loads within 10 seconds and is no larger than 3 MB. Otherwise you see Timed out after 10 s, Network error while reading the page or Page too large (max 3 MB).
If the address redirects, the final address meets the same rules. Otherwise you see Redirected to a blocked address.

A reason such as HTTP 404 is the error the website returned: open the address in your browser to check that it's correct. Network error means Olvio couldn't connect to the site: check the address and try again. Each address can be added only once; adding it again shows This URL is already in your knowledge base.

Keep web pages up to date

Each page appears in the list under its domain and path, such as example.com/faq, with a status badge:

Fetched: Olvio has the page's text. The line below shows Updated with the date and time Olvio last read the page.
Error: the last attempt to read the page failed. The line below shows Last attempt with the date and time, followed by the reason. Olvio keeps using the text it read before.

To check a page now, click its refresh icon. You see Page refreshed if the content changed, or Already up to date if it didn't. If Olvio can't read the page, you see Could not refresh: followed by the reason, and the previous content is still used.

Olvio also refreshes your pages automatically, normally every night, and replaces the stored text only when the page has changed. A failed automatic refresh shows the same Error badge and keeps the previous text.

Update or remove files and pages

You can't view or edit a file's text after saving it. To update a document, delete it and upload the new version. To change a web page's address, delete the page and add the new address.

To remove a file or a web page, click the trash icon next to it. It's deleted right away, without a confirmation step, and you see File removed.

Plan limits

Your plan sets how many knowledge files and how many external web pages you can add. The two limits are separate: web pages don't count toward your file limit, and files don't count toward your web page limit. These limits are how many entries you can store, not how many the AI uses: in conversations, it uses only your most recent files and pages, counted together (see the next section).

Plan	Knowledge files	External web pages
Starter	10	10
Growth	30	30
Scale	100	100

A counter under each section's description, such as 3/10, shows how many you've added and turns red when you reach the limit.

At the limit, Olvio doesn't add the entry and shows You've reached the Starter plan limit of 10 knowledge files. Delete one or upgrade to add more. for a file, or You've reached the Starter plan limit of 10 web pages. Delete one or upgrade. for a page, with your own plan and limit. For files, this check happens when you click Save to knowledge base. The review window closes when you click Save to knowledge base, so if the file isn't saved, any edits you made are lost and you need to add the file again. If your file counter is already at the limit, delete a file before you upload. To add more, delete an entry from that section or, on Starter or Growth, upgrade your plan: see Upgrade or downgrade your plan.

If you switch to a plan with a lower limit, the files and pages you already added stay, but you can't add more to a section until it's below the new limit.

How Olvio uses your files and pages

The AI uses the facts in your files and pages to answer shoppers, and is told to state them as your store's own knowledge without saying which document or page they come from.
The AI is told to ignore instructions written inside a file or page. To change how it behaves, use Conversation rules: see Write effective conversation rules.
Changes to your files and pages, such as a new, refreshed or deleted entry, reach conversations within a few minutes, usually from the next message a shopper sends.
Olvio uses only a limited number of your most recently added entries, with files and web pages counted together, and a limited amount of their text. If you add many entries, older ones aren't used, even short ones. A long document can also use up that space on its own, so the end of a very long document may not be used. Keep your knowledge base to a few focused documents: combine related short documents into one file, and delete outdated ones. To give an older document priority again, delete it and add it again.
The text is sent to Claude with your Anthropic API key along with each shopper message, so long files and pages increase your Anthropic usage. See What uses your Anthropic API key, and what doesn't.
Anything in your knowledge base can be repeated to shoppers, so don't add internal or confidential documents.
Files and pages don't change the suggested questions shown on your product pages.

To see which questions the AI couldn't answer, and decide what to add, see Find and fix knowledge gaps on the Unanswered tab.

Messages you may see

Message	What to do
"size-guide.pdf" is too large (max 50MB)	The file is larger than 50MB. Reduce its size, split it, or copy its text into a TXT file.
Couldn't read "size-guide.csv" — try converting to PDF or TXT	Your browser couldn't open the file. Check that it opens on your computer, then add it again. If it still fails, copy its text into a new TXT file and upload that.
A message starting with File content too large	The text in the review window was over 900 KB, so the file wasn't saved. Add the file again and keep the text at 900 KB or less before you save.
Too many uploads — wait a moment and retry. or Too many requests — wait a moment and retry.	Wait a moment, then add the file again, or try the web page again.
Could not save the file. Please try again in a moment. or Could not save the page. Please try again in a moment.	A temporary problem stopped the save. Wait a moment, then add the file again, or try the web page again.