Skip to main content
Use this page when you are adding knowledge to Popcorn: a new returns policy, a delivery FAQ, a page from your website, or a PDF from your team. Everything here happens under Agents → Knowledge.

​
Before you start

  • Articles land in a folder. Onboarding created Business Knowledge Base; create more folders if different agents need different knowledge, because agents are given access folder by folder.
  • Owners, Admins and Managers can create, edit, publish and delete articles. Agents and Viewers can only read them. Clicking Publish requires the Publish permission on the Knowledge Base; see Team and roles.

​
Create a folder

1

Click New folder

At the bottom of the folder rail, click New folder.
2

Name and describe it

Enter a Name (for example, Shipping & Returns) and a Description (helps the AI pick the right folder). The description is shown to the agent to decide when to search this folder, so write what kind of questions it answers: Delivery times, shipping fees, and how to return or exchange an order.
3

Create it

Click Create folder. The page opens inside the new folder, so anything you create next lands there.
Folder names follow a few rules, because each folder becomes a search the agent can run: The dialog stays open so you can fix the name and try again. To change a folder later, open its ⋯ menu and choose Rename (name and description, then Save) or Delete.
Deleting a folder permanently deletes every article inside it and removes them from your AI. This cannot be undone.

​
Write an article from scratch

1

Pick the folder

Click the folder in the rail so the article is created there. If you are on All articles, the article goes to your oldest folder.
2

Create the article

Click New article → Write from scratch. A blank draft opens.
3

Write

Type the title in the Untitled article field and the content below it. The toolbar offers Bold, Italic, Strikethrough, Heading 1, Heading 2, Bulleted list, Numbered list, Quote, Code block, Link, Undo and Redo. You can paste from another document; formatting that Popcorn cannot keep is dropped.
4

Save the draft

Popcorn autosaves as you type. If Unsaved changes is showing, click Save draft to save now (the toast Draft saved confirms it) or Discard to drop the edits. The article stays a draft, so the AI does not use it yet.
Switch between Edit and Preview above the editor to see the article as formatted text. Your in-progress edits are kept when you switch.
1

Open the import dialog

Click New article → Import from a link.
2

Enter the page address

Paste the full address, such as https://example.com/help/shipping. With more than one folder, choose where it goes under Add to folder.
3

Import

Click Import. Popcorn fetches the page and opens it as an editable draft. The page title becomes the article title.
The imported page is not used by the AI until you publish it. The original text is kept under Attached source at the bottom of the article, read-only, with a link to the page. If the page takes longer than 25 seconds to fetch, the import stops with Importing that link is taking too long — please try again. Pages that need a login, block automated access, or contain no readable text also fail; see Troubleshooting.

​
Upload a document

1

Choose the file

Select the folder in the rail first (on All articles the draft goes to your oldest folder), then click New article → Upload a document and pick a file. Supported: PDF, Word (.doc, .docx), plain text (.txt), CSV, JSON and HTML, up to 20 MB.
2

Review the draft

Popcorn extracts the text and opens it as a draft. The file name is kept under Attached source. Extraction stops after 25 seconds with Reading that document is taking too long — please try again.
Extraction is text only: images, tables laid out as pictures, and scanned pages without a text layer come through empty (The file appears to have no readable text.). Clean up the draft before publishing.

​
Preview how the AI reads an article

Click Preview in the article header to open Preview how the AI reads this article. It shows the article split into numbered passages, exactly the pieces the agent matches against when it searches. If the passage that mentions a fact is dominated by other topics, move that fact to its own article or heading so it gets a passage of its own. The preview shows your current draft when you have one, otherwise the published version. It never changes what the AI uses.

​
Publish

1

Click Publish

In the article header, click Publish.
2

Confirm

The dialog Publish this article? explains: your AI will start using this version, and drafts you keep editing afterward will not affect the AI until you publish again. Click Publish.
What happens:
  • The draft is frozen as a numbered version (Version 1, Version 2, and so on) and marked Published.
  • The toast Publishing — your changes will reach the AI in a moment confirms the update is on its way. The AI keeps answering from the previous version until the new one is ready, then switches over in one step, so there is no gap.
  • If you click Publish on an article you have not edited, Popcorn publishes the content as it stands.
  • The header changes to Last published by you on date.
  • Your next edit starts a new draft. Until you publish it, the AI keeps using the version you just published.
Publishing is what makes knowledge live. There is no separate unpublish action; to stop the AI using an article, delete it.

​
Versions

Click History to open Version history. Every published version is kept, newest first, each marked Published with who published it and when; your current draft, if any, appears at the top marked Draft.
  • Compare shows what changed between a version and the latest one. Versions with identical content show These versions have the same content.; very long articles show This article is too long to compare here.
  • Restore creates a new draft from that version. Live answers do not change until you publish the restored draft. If you already have a draft, restoring replaces it with a copy of the chosen version; the dialog warns you first. Restoring needs the Edit permission on the Knowledge Base.
Restored drafts are labelled Restored from Version N in the history.

​
Delete an article

Open the ⋯ menu at the end of the article’s row and click Delete, then confirm. This permanently deletes the article and removes it from your AI immediately. There is no undo.

​
What onboarding created

During onboarding you selected pages from your website. Popcorn put them in the Business Knowledge Base folder, connected that folder to the agent it created, and made the pages live right away. Open any of them to edit the text; from then on it behaves like any other article: your edits stay in a draft until you click Publish, and deleting the article removes the page from the AI.