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Giving Your Agents Documents to Work From

Your agents can quote your prices, explain what a membership covers and repeat your policies word for word — but only from documents you've put on file. The Documents page is where those go.

Add a document

  1. Go to Documents and click Create Document.

  2. Leave the type on text.

  3. Give it a Title. Your agents see this list of titles before they search, so name it the way someone would ask for it — "2026 Plumbing Price List" beats "Doc 4".

  4. Pick a Category. The hint says it plainly: "What the document is about. Agents use this to find it." Your choices are Pricing, Promotional Pricing, Membership Details, Maintenance Scope, About Us, Outreach Script and Other.

  5. Optionally pick a Template to start from a standard outline — Blank, Pricing, Promotional Pricing, Membership Details, About Us, Maintenance / Tune-Up or Outreach Script. Switching templates keeps anything you've already typed.

  6. Paste or type into Content, then click Create.

A new document is available to All agents straight away, you don't have to link it to anything to get started.

Who can use it

Open a document and click the Availability tab. The question at the top is Who can use this document?, and you're picking across three groups:

  • Product surfaces — All agents ("Available to every normal agent in this organization.") and Ask Jenny ("Available when this organization uses Ask Jenny.").

  • Rosters — everyone on a persona's roster, so a document meant for membership conversations can go to Mollie and Sally without naming each agent.

  • Specific agents — one agent at a time.

They add up rather than narrow down: "A document is available when any selected surface, roster, or agent matches." Click Save availability and you'll see "Document availability updated".

Untick everything and the document does nothing. You'll get a warning saying so — "Unavailable — no agent or Ask Jenny can use this document." — but it's easy to miss, and a document in that state is invisible to every agent and to Jenny.

A document set to Ask Jenny only is deliberately hidden from your texting agents — they won't see its title and can't search it. That's on purpose: an agent that can see a title it can't open will tell a customer it has something it can't actually read.

The five-minute wait

Here's the part worth planning around. A document you just saved is not searchable immediately. UpSmith re-indexes documents on a job that runs every five minutes, and nothing on the screen tells you where yours is in that queue — it looks finished the moment you hit Create.

So after you save:

  • Give it about five minutes before you test it, and a little longer if you've just added a batch of them.

  • Editing the wording has two speeds. When an agent does find the document, it reads the current text from your account — so a price you fixed is right immediately, and an agent will never quote you the old one. But whether the agent finds it at all still runs on the previous wording for those few minutes. Rewrite a heading from "Tune-Up" to "Maintenance Visit" and a customer asking about maintenance may not match it yet.

  • Changing availability restarts the same wait. Adding an agent on the Availability tab sends the document back through the queue, so give that five minutes too.

This is why a seasonal promotion is best loaded the day before it starts, not the morning of.

Editing and deleting

Open a document and use Edit to change the title, category or content. The type can't be changed after creation — "Document type cannot be changed after creation" — so a document created for one purpose stays that kind.

Delete asks you to confirm with "Are you sure you want to delete this document? This action cannot be undone." Deleting pulls it out of search right away, unlike an edit.

When you replace a price list, it's cleaner to edit the existing document than to create a second one. Two documents covering the same prices means your agent can find either, and it has no way to know which one you meant.

Troubleshooting

The agent said it couldn't confirm something the document covers. Check the clock first — if you saved within the last five minutes, it simply isn't searchable yet. After that, open the Availability tab and confirm the agent that was talking is covered by one of the ticked surfaces, rosters or agents.

The agent quoted an old price. Check whether the old price is still sitting in a second document. An agent reads the live text of whatever it finds, so a stale number almost always means a leftover document nobody deleted — not a cached copy.

You can't find the document in the list. The Available to filter at the top of the list sticks. Set it back to All documents. If the list says "No documents are available to this selection.", that's the filter talking, not an empty account.

"Title is required" or "Category is required" when saving. Both are required even though the dialog doesn't mark them. Fill them in and save again.

A document is sitting on Queued or Processing. Those chips belong to the old file and link documents and you shouldn't see them on a text document. If one is stuck, send the title to support@upsmith.com.

Common questions

Can I upload a PDF or a spreadsheet? No. Text only — open the file, copy what the agents need, and paste it in. There's no setting that changes this and nothing to ask us for.

How long is a document allowed to be? There's no length limit enforced, but shorter documents get found more reliably. A focused price list beats a hundred-page manual.

How do I stop one agent using a document without deleting it? Open Availability, untick All agents, and tick just the rosters or agents that should have it.

Does Ask Jenny see everything my agents see? Only where you've ticked Ask Jenny. The two are separate boxes, and ticking one doesn't tick the other.

Can I see which documents an agent actually used? Not on this page today. If you need to trace a specific answer back to a document, send us the conversation at support@upsmith.com.

Can two people edit the same document at once? Avoid it. The second save wins, and nothing warns the first person their change is gone.

Where to go next