Knowledge Training Library: Configuration and use
Updated at October 9th, 2026
Table of Contents
Customers can use their existing Media Library documents to create responses for Candidate Q&A using Contextual AI.
Best practices for implementation
- Get a list of documents relevant for candidates' questions in order to populate the company’s Knowledge Base. For example:
- Employee handbook
- Company’s benefits
- FAQs
- Make sure these documents are either in PDF format or on a clear webpage.
- Customers who only have the Knowledge Training Library enabled will still experience KTL-generated intents triggering accurately and enhanced conversation flow, even with Contextual Q&A disabled.
- If you're moving a customer from a staging to production environment, published KTL documents, hyperlinks, and their generated intents are migrated between accounts using the Knowledge Base import and export feature.
- Your AI Assistant will only respond to custom questions when Contextual AI is enabled.
Configuration
Follow the configuration guide outlined here and ensure that the Knowledge Training Library setting is enabled in the Company Information page.
Navigation
The Knowledge Training Library is housed under its corresponding Assistant Responses list in the CMS. You will need to first open the corresponding list and then the Knowledge Training Library to import documents and generate responses, view and edit generated responses, and publish responses to Candidate or Employee Q&A.
The audience for uploaded documents or selected files will depend on the Assistant Responses list where the media was added.
Generate Q&A responses
Complete the steps below to generate and publish Q&A responses.
Step #1: Import files and generate responses
To generate responses, you will need to import any necessary documents from the CMS Media Library. Click here to learn how to add documents/hyperlinks to the CMS Media Library.
- Select the preferred Assistant Responses list and then Knowledge Training Library for that list within the left panel of the CMS.
- Select the + Add Media button in the top right corner of the page.
- Note: First Feature Use. If you are using this feature for the first time, a confirmation of use modal will open, notifying you that you will be using a Contextual AI feature. Click Confirm.
- In the slide-out drawer that opens, select the files (documents or hyperlinks) that you want to import from the CMS or select + Upload Media in the top right corner of the drawer to upload a document or paste a hyperlink.
Logic for Uploading Media Files:
- Maximum Selection: A maximum of 10 files can be selected at one time in the drawer.
- Subpage Discovery: When a hyperlink/URL is uploaded, all associated subpages are detected, allowing users to select or deselect specific subpage links to include or exclude in their knowledge base during the Select Subpages step.
- Image-Based PDFs: The KTL supports scanned, image-based PDF files by using the OCR integration that automatically extracts text from these type of documents.
- In the lower-right corner, select Confirm.
- Use the Select audiences to associate with this file dropdown to define which audiences can access the uploaded content.
- In the lower-right corner, select Confirm.
The system will process the data from each file and generate questions and responses. While doing so, the selected files will display in individual boxes in the Knowledge Training Library and include a Processing status. This will take between a few seconds and minutes to process.
Once processed, an Unpublished status will display for the uploaded file.
Step #2: Review and edit generated responses
Click into the file’s box in the list to view a breakdown of all of the generated questions and their answers. From here, you can edit responses individually or in bulk. Click here to learn more.
Are there conflicts detected? Click here to learn how to resolve any duplicate entries.
Step #3: Publish responses
You can delete files that have already been published in the Knowledge Training Library. However, all of the related Q&A responses that have been generated from the file will be removed with the deletion.
When your responses are ready for candidates or employees to view, select the file’s Unpublished status and then the Publish button within its drop-down menu. This will move the responses to their respective Q&A list and can only be viewed and managed there moving forward.
- Audiences Note: If a file is published with specific audiences assigned to it, then an additional modal will appear confirming that the selected audiences should be shown these responses.
Important Notes on Publishing:
- Employees will need publishing permission in order to publish responses.
- When publishing generated responses for an existing Q&A topic, these responses will be added as the primary answer and any existing answers will be listed as alternative answers.
Delete published files
To delete your published file,
- Ensure you opened the correct Knowledge Training Library.
- Find the preferred document or link.
- Select the preferred file's action menu, or ellipses, in the file's box and then select Delete file from its drop-down menu.
- A confirmation modal then display. Select Delete to delete your published document.
Additional Actions and Logic
File Statuses
Files can have the following statuses in the Knowledge Training Library:
- Unpublished – This is the default status. This indicates that the document was processed but not published yet. The file will move into this status automatically after processing is done.
- Published – This indicates that the processing was done for this document and published to the Candidate Q&A or Employee Q&A section, depending on the target audience.
- Processing – This indicates that the document is being processed currently.
- Publishing – This indicates that the document is being published currently.
- Processing Error – This indicates that something went wrong during the processing of the file and no data was created.
- Publishing Error – This indicates that something went wrong during the publishing process.
- Empty – This indicates that the data was fully processed but no questions were answered by this document.
View Generated Responses
Generated responses can be viewed by clicking into the topic within the Knowledge Training Library either before or after they are published. However, once published, these responses can only be edited in either the Candidate Q&A or Employee Q&A section, depending on the audience that was targeted.
Permissions
By default, only Paradox Admins, Company/Account Admins, and Franchise Owners will have access to the Knowledge Training Library. Work with your CS Representative to determine which users should have access to upload documents and manage generated responses via the Knowledge Training Library permission.