# Add files, Text Snippets and Q&A

> Choose the right Library item type for documents, short facts and exact answers.

Library holds four kinds of items. Pick the one that matches the knowledge you have.

| Type | Use it for | Example |
| --- | --- | --- |
| File | Documents you already have | A returns policy PDF, a product spreadsheet |
| Website | Pages on your site | Your help pages or docs |
| Text Snippet | Short knowledge you write or paste | Opening hours, an internal process |
| Q&A | A question that needs one exact answer | "Can I change my delivery address after ordering?" |

## Upload a file

1. Open **Library** and select **Create Library Item**. **Type** is already set to **File**.
2. Drop a file into the **File** box, or select it to browse.
3. Optionally add a **Title**, **Tags** and a **Description** of what the file contains and when to use it. For images, add **Alt Text**.
4. Select **Upload File**.

Each file can be up to 10 MB. Supported files include PDF, DOCX, PPTX, XLSX, plain text, Markdown, CSV and TSV, JSON, XML, YAML, HTML and EPUB, plus JPEG, PNG, GIF, WebP, HEIC/HEIF, AVIF, BMP and TIFF images. Images are converted when needed, so photos straight from a phone work.

A file's **Title** can be up to 200 characters, its **Description** up to 1,000 and its **Alt Text** up to 500.

## Upload several files at once

On the **Library** page, select **Upload files**, or drop or paste files onto the page. You can add up to 5 files at a time, and each becomes its own Library item. A file that's already in Library is skipped. Edit titles and details afterwards.

## Write a Text Snippet

1. In **Create Library Item**, set **Type** to **Text Snippet**.
2. Give the snippet a **Title**, choose its **Format** (**Plain text**, **Markdown** or **HTML**) and paste the **Content**.
3. To keep related snippets together, select **Add another text snippet**.
4. Select **Create Text Snippet**.

One item holds up to 500 snippets, and each snippet's title can be up to 200 characters.

## Add Q&A entries

1. In **Create Library Item**, set **Type** to **Q&A**.
2. Fill in the **Question**, any **Alternate questions** customers might ask instead (one per line), and the trusted **Answer**.
3. Select **Add another Q&A** for each extra entry.
4. Select **Create Q&A**.

One item holds up to 500 entries, and each entry up to 100 alternate questions.

<Tip>
Write a Q&A whenever a question has one exact answer, such as a cancellation deadline or a price exception. The agent doesn't have to piece it together from a long document.
</Tip>

## Check what was extracted

Every item is prepared for AI before agents can use it. Extraction starts on its own when you create or upload an item, and its status moves from **Pending** to **Processing** to **Ready**. From the row menu:

- **View content** shows the item and the text the agent reads from it.
- **Edit** changes the item. When you change a website's links or settings, or the text of a Text Snippet or Q&A, saving extracts it again on its own.
- **Extract content** runs the extraction again by hand.
- **Extraction summary** shows the extraction's status and any error.
- **Delete** removes the item.
- Files also have **Download** and **Get Signed URL**.

**Get Signed URL** creates a temporary link to a file. Set **Disposition** to **Inline** to open it in the browser, or **Attachment** to download it. The link works for 6 hours.

To find items, search the Library, or filter by type (**Websites**, **Text Snippets**, **Q&A**, **Files**), by extraction status (**Pending**, **Processing**, **Ready**, **Failed**), by **Conversation** (where a file was added: **AI Chat**, **Agent test chat**, **Visitor chats**) and by **Deployment**. A filtered list counts the items that match. See [Fix and refresh Library items](https://support.help.ai/library-and-content/fix-and-refresh-library-items).

## See where an item came from

The last line under each item's name says where it came from:

- **Added by** a workspace member, for items added on the **Library** page.
- **Added by** a member **in AI Chat**, linking to the chat, or **in an agent test chat**, for files attached there.
- **From a visitor on** a deployment, for files a visitor sent in the chat. It links to the conversation in **Inbox**, and **Visitor’s files** lists everything that visitor sent.

Images an AI agent creates read like their conversation's files. A visitor's file stays with that visitor: the AI agent reads it in that visitor's own conversations, and other visitors and your team's chats never find it.

## Label items with tags

Use **Tags** to label items by topic or audience, such as `returns` or `internal`. Tags show on each Library row. An item can have up to 100 tags of up to 100 characters each.

Tags don't change what an agent can read. To keep internal items away from a customer-facing agent, leave them out of its **Pick items** selection. See [Choose what each AI agent can read](https://support.help.ai/library-and-content/choose-what-each-agent-knows).