---
title: "How does the AI assistant use my support documents?"
description: "If your workspace does not have it yet, Settings → AI assistant says Coming soon. Owners and admins add them under Settings → Support documents, and so does…"
url: https://gopromotenow.com/help-centre/ai-documents
last_reviewed: 2026-10-10
---

Sending and receiving

# How does the AI assistant use my support documents?

If your workspace does not have it yet, Settings → AI assistant says Coming soon. Owners and admins add them under Settings → Support documents, and so does anyone whose role includes setting up the AI assistant (Settings is in the menu behind your initials, top right): upload a PDF, Word (.docx), text (.txt) or Markdown (.md) file of up to 10 MB, or paste up to 100,000 characters of text. Each workspace has its own documents, and the assistant answers your customers only from yours — never from another business’s. A new document shows Processing while it is read and split into passages, usually for a minute or two, then Ready with how many passages it has; an answer that used one shows “From:” and the document’s name under it in the conversation. If one shows Failed, the reason is beside it: fix the file if the reason says so, or press Try again, which reads the same document once more. Deleting a document takes it out of the answers at once. The assistant never sends the file itself to a customer, never shows your documents to another workspace, and when the answer is not in them it says so instead of guessing. How many documents you can keep depends on your plan.

**Last updated:** 10 October 2026

[How this works in GoPromoteNow: The AI assistant](https://gopromotenow.com/features/ai-assistant)

More in Sending and receiving

- [What can customers send me?](https://gopromotenow.com/help-centre/what-customers-send)
- [How do I send a photo or a document?](https://gopromotenow.com/help-centre/send-file)
- [What does a shared contact look like?](https://gopromotenow.com/help-centre/contact-cards)
- [How do reactions work?](https://gopromotenow.com/help-centre/reactions)

[All help answers](https://gopromotenow.com/help-centre)

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