Add a file

You can upload files to any folder or subfolder in your Drive using drag and drop or the More option. Files uploaded to the Drive are available for use across articles, homepage customization, and content reuse elements throughout your knowledge base.

Why manage files in Drive

Drive is the single source of truth for all assets in your knowledge base. Uploading files through Drive — rather than directly into the article editor — gives you greater control over where assets are stored, how they are organized, and how they are reused across your content.

Uploading through Drive rather than inline in the editor lets you:

• Store assets in a predictable, organized folder structure that mirrors your category hierarchy.
• Add tags and alt text at upload time, making files immediately searchable and accessible.
• Reuse the same file across multiple articles without duplicating it, keeping your Drive lean.
• Maintain a central location where contributors can find, audit, and update shared assets.

Choosing the right upload method

Add a file using drag and drop

To upload files using drag and drop,

1. Click the Drive icon in the left navigation bar and open the destination folder.
2. Drag one or more files from your device and drop them into the designated area in the center of the folder view. Alternatively, click Upload from my device and select your files using the file explorer.
3. In the upload panel, confirm or change the Folder location where the files will be stored. The folder currently selected in the Folder manager is set as the default location.
4. Edit the File name field if you want to rename a file before uploading. For a single image, click Generate to have Eddy AI suggest a name based on the image content. For multiple images, use each image's Generate dropdown to generate a file name, alt text, or both. If your organization has a naming convention configured for image files, generated names follow it - see Drive image name convention.
5. Add tags using Add tags for all files at the bottom of the upload panel. Select existing tags, or type a new one to create it.
6. Add alt text for images. For a single image, enter alt text manually in the Alt text field, or click Generate. For multiple images, use each image's Generate dropdown, or click Generate in the banner at the top of the upload panel to generate alt text for every image in the batch at once.
7. Click Upload.

Add a file using the More option

To upload files to a specific subfolder from the left navigation pane,

1. Click the Drive icon in the left navigation bar.
2. Click the More icon next to the target folder and select Add file.
3. Upload your files in one of two ways: click Upload from my device and select files using the file explorer, or drag and drop the files into the upload area.
4. Edit the File name field if needed. For a single image, click Generate to have Eddy AI suggest a name. For multiple images, use each image's Generate dropdown. If your organization has a naming convention configured for image files, generated names follow it — see Drive image name convention.
5. Add tags using Add tags for all files, and add alt text for images manually or by clicking Generate — per image, or for the whole batch using the banner at the top of the panel.
6. Click Upload.

File name, tags and alt text

Adding a clear file name, tags, and alt text at upload time is strongly recommended. The file name is set automatically from the original file and can be edited before uploading; tags and alt text are optional, but both have a meaningful impact on how discoverable and accessible your files are across the knowledge base.

File limits and restrictions

The following limits apply to all file uploads in Drive:

Restrict allowed file types

By default, Document360 allows all media formats to be uploaded to the Drive. You can restrict uploads to specific file types to enforce asset standards across your team — for example, allowing only .png and .svg files.

To add file type restrictions,

1. Navigate to Settings in the left navigation bar.
2. Go to Knowledge base portal > General > Drive settings.
3. Scroll down to Drive settings. By default, Allow all media formats is selected.
4. Click Choose allowed media formats, then click Add.
5. Enter the Media type in the format media-type/extension — for example, image/png.
6. Enter the Extension in lowercase — for example, .png. This field is case-sensitive.
7. Click + to add the format to the allowed list.
8. Click Save.

Best practices

• Name files clearly at upload time. Use a clear, descriptive name, or click Generate on an image to have Eddy AI suggest one. If your admin has set a naming convention under Portal Settings > AI Settings > Drive image name convention, Eddy AI's suggested names follow it automatically.
• Tag files at upload time. Tagging during the upload flow is faster than updating files individually later, and keeps Drive searchable as your content grows.
• Add alt text to every image. Use a concise description of what the image shows — not just what it is — and keep it under 140 characters. This supports accessibility compliance and improves searchability in Drive.
• Restrict file types to enforce asset standards. If your team follows a defined format convention (for example, .png for screenshots, .svg for diagrams), configure file type restrictions in Drive settings instead of relying on contributors to remember.
• Use Replace to update existing files, not re-upload. Replacing a file preserves its original URL, keeping all article references intact.

FAQ