How to structure a knowledge source file

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Updated at August 20th, 2025

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Zapier Chatbots breaks knowledge source information into smaller chunks so the chatbot can efficiently use the most relevant information during a conversation.

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This product is in open beta. It’s available for use but still in active development and may change.

When using files, the most effective way to structure your knowledge source is to group related information together. See below how the chatbot will use information in different knowledge source types:

Structured data (such as CSV, JSON and Zapier Tables): the chatbot assumes information in the same row is related (this includes multiple columns). So information in cells A1, B1, and C1 would be grouped as a related chunk of knowledge for the chatbot.
Unstructured file (such as PDF, DOC and TXT): the chatbot looks for a double return space to indicate separate pieces of information. Placing related information within a paragraph together with the header can help improve answer accuracy.

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How to structure a knowledge source file

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