> For the complete documentation index, see [llms.txt](https://chatlyst.gitbook.io/chatlyst-user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://chatlyst.gitbook.io/chatlyst-user-guide/business-knowledge/core-knowledge.md).

# Core Knowledge

Chatlyst provides business templates that standardize essential documents used day to day. Each template captures key information in a consistent format.

{% hint style="warning" %}
**Important Note**: 

1. If an existing document is ready to use, upload it directly instead of downloading and completing a Chatlyst template. **Upload at least THREE essential documents to get started:** 
   * **Company & Brand Identity**
   * **Ticket Handling Policy & SOP**
   * **Standard FAQ**
2. Chatlyst supports [Locale Preferences](/chatlyst-user-guide/settings/profile.md#locale-preferences) in Settings, so you can prioritize your preferred language experience. However, Chatlyst allows **only ONE active file per document type at a time**, so you cannot keep multiple locale-specific versions of the same document type. When you upload a document in a different locale for an existing document type, the newly uploaded version will overwrite the previous one rather than being saved as an additional language variant.
3. Please follow [Document Management](/chatlyst-user-guide/business-knowledge/document-management.md) for additional context on other functions and workflows, including how documents are organized, updated, and maintained over time.
   {% endhint %}

<details>

<summary>Templates including:</summary>

* **Company & Brand Identity:** Defines mission, vision, values, and tone of voice.
* **Ticket Handling Policy & SOP:** Outlines customer support and resolution processes.
* **Standard FAQ:** Contains verified answers to common customer questions.
* **AI Safety Guardrail & Escalation Policy:** Details AI behavior rules and when to hand off to humans.
* **Product Guides:** Lists product or service details and specifications.
* **User Guides:** Provides step-by-step instructions for customers.
* **Active Promos:** Tracks ongoing campaigns, offers, and discounts.
* **Payment, Transaction & Refund Policy:** Explains payment terms, billing, and refund conditions.
* **Terms & Conditions:** Defines legal obligations between the company and users.
* **Privacy Policy & Data Protection:** Covers data handling, storage, and user privacy measures.

</details>

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FGCeSA3CDEisfZwg5JK7Q%2Fimage.png?alt=media&amp;token=f924ce0a-c5d9-4bb3-97c4-f3fe10fafc2f" alt=""><figcaption></figcaption></figure></div>

***

### Prerequisites for Uploading a Template

Before uploading a template, determine whether an existing document is available.

* If documents and knowledge are already prepared and ready, proceed with [Upload the template](#upload-the-template). Alternatively, you can use the [Auto-fill](/chatlyst-user-guide/business-knowledge/auto-fill.md) option to populate the template **automatically** and complete the work faster when manual editing is not necessary.
* If you do not have any existing documents and knowledge to use, please follow [Download and Upload a Template](#download-and-upload-a-template).&#x20;

### Download and Upload a Template

{% stepper %}
{% step %}

#### Download the template

1. Select the template to download.
2. Select **Download Template**.
3. Locate the downloaded file (usually in the browser download bar or the default Downloads folder).

{% hint style="info" %}
The standard file type is DOCX and can be edited in most word-processing apps.
{% endhint %}

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FfBaLI5XzRIVtKWVZMtmM%2Fimage.png?alt=media&amp;token=e65d9d91-5f3e-4d36-b199-0e0183aae0b6" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Complete the template

1. Open the file.
2. Follow the instructions and examples in the template.
3. Save the updated file to the device.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FdJtYLMVqOhUP1zj56NkD%2FScreenshot%202026-05-13%20at%201.50.08%E2%80%AFPM.png?alt=media&amp;token=551e33b0-08b6-40da-aced-66dcf4cd21b5" alt=""><figcaption></figcaption></figure></div>
{% endstep %}

{% step %}

#### Upload the template

1. Select **Auto-fill or Upload**.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FlhkNpN5oX5pHQepnllCF%2Fimage.png?alt=media&amp;token=3f72d702-29ce-4e5f-a94f-5b74be2828b8" alt=""><figcaption></figcaption></figure></div>

2. The system opens a window where you can choose either **Auto-fill with Website** or **Upload a File Directly**.
   * If you proceed with **Auto-fill**, follow the steps in the [Auto-fill](/chatlyst-user-guide/business-knowledge/auto-fill.md).&#x20;
   * For **Upload a File Directly**:
     1. Locate the correct file and select it.
     2. Click **Create Knowledge** to begin processing.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FN9xQCoaqhIOVdcQD6ufv%2Fimage.png?alt=media&amp;token=892034f8-85d2-476a-887d-db03039eecff" alt="" width="375"><figcaption></figcaption></figure></div>

{% hint style="info" %}
Supported file types: PDF, DOCX, TXT, MD, or CSV. Maximum file size: 10 MB
{% endhint %}

3. When processing is complete:

* The uploaded template tab turns light green.
* The Template tag updates to **Active**.

<div data-with-frame="true"><figure><img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FKcn8fIuROc6uDADmTGED%2Fimage.png?alt=media&amp;token=f186cdf6-7c53-4e5d-8543-21d3843ffec9" alt=""><figcaption></figcaption></figure></div>

{% hint style="info" %}
Email Alert — An email notification is sent when the document has finished processing.

<img src="https://1646628841-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBW7n4ClAhZvbgvusylCd%2Fuploads%2FO2AZvVBL4KXf0feNDXu1%2FScreenshot%202026-04-16%20at%205.03.49%E2%80%AFPM.png?alt=media&amp;token=2c892312-81bc-46f1-9c17-b693dd0f8d7d" alt="" data-size="original">
{% endhint %}
{% endstep %}
{% endstepper %}