To delete or edit documents in the Papo (https://papo.global/) Knowledge Base, you manage files directly in the Knowledge Base module. The platform lets you remove obsolete documents and replace them with updated versions, ensuring the artificial intelligence always consults the correct content during customer service interactions.
Keeping the knowledge base clean and accurate is essential for assistants such as Capitão to provide answers aligned with your company's current policies. Without this maintenance, the AI may rely on old information, creating inconsistencies and rework.
| Action | Description |
|---|---|
| Delete document | Permanently remove a file from the knowledge base. The AI stops consulting it immediately after synchronization. |
| Edit document | Editing is done by replacing the old file with a new version. Upload the updated document and delete the previous one. |
| View document history | The document list shows name, upload date, and synchronization status, making it easier to identify what needs review. |
| Impact on responses | After deletion or replacement, AI responses reflect only the content of active documents in the knowledge base. |
How document management works in the Knowledge Base
Papo's Knowledge Base is the central repository where you store files that feed AI assistants. Manuals, FAQs, commercial policies, or any text document can be uploaded and linked to an assistant such as Capitão. The AI then uses these files to generate automatic responses on WhatsApp and other channels.
When a document becomes obsolete — for example, a return policy that has changed — the ideal is to delete it and, if necessary, add the corresponding new document. This prevents the AI from mixing outdated information with current information.
When to delete or edit a document
- Policy or procedure change – Whenever a terms of service, warranty, or internal rule changes, remove the old file and upload the revised version.
- Error correction – If a file contains incorrect data, replace it with the corrected version so the AI does not reproduce the error.
- Discontinued products – Remove materials for discontinued items to prevent the AI from recommending something that is no longer available.
- Knowledge base reorganization – Over time, the knowledge base may accumulate documents on similar topics. Deleting duplicates helps the AI find the right content faster.
General steps to delete and replace documents
- Access the Knowledge Base module in the Papo dashboard.
- Select the knowledge base you want to manage. You can have multiple bases organized by subject (e.g., "Products," "Finance").
- Find the document you want to delete. The list shows name, size, and synchronization status.
- Remove the document using the delete option available on the file row.
- If necessary, upload the new version directly to the same knowledge base. The file will be processed and available to the AI in moments.
The exact interface may vary depending on the platform version, but the logical flow is always the same: identify, remove, and replace.
Frequently Asked Questions (FAQ)
Can I edit text directly in the platform?
Papo does not offer a built-in text editor to change the content of a document that has already been uploaded. To make an edit, delete the old file and upload a new version with the desired corrections.
When I delete a document, do AI responses change immediately?
Yes. As soon as deletion is complete and synchronization is updated, the AI stops consulting that file. If you have already uploaded a replacement document, the AI will automatically start using the new content.
What happens if I delete a document by mistake?
Simply upload the same file to the knowledge base again. Since the synchronization process is fast, the AI will use it again within moments.
How many documents can I have in a single Knowledge Base?
There is no strict published limit, but it is recommended to keep only the files that are truly necessary for efficient consultation. Excessive accumulation can dilute response accuracy.
Can documents in other formats (PDF, Word) be edited the same way?
Yes. Any format supported by the platform (PDF, DOCX, TXT, etc.) follows the same logic: delete the current file and upload the revised file.
How can I better organize documents to make maintenance easier?
Use folders in the File Center to categorize files before linking them to the knowledge base. This helps you keep track of versions and prevents lost documents from being forgotten in the knowledge base.
See also
- How to organize your Help Center with categories and articles?
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