PDF support for Knowledge connectors (EAP)

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<p id="docs-hc-snippet" style="display: none;">PDF ingestion is the ability of knowledge connectors to extract and sync PDF content fromsupported knowledge sources. Content extracted from PDF files is synced with Knowledge and made availablewherever external content is used.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">PDF ingestion lets you pull text from supported PDF files in connected knowledge sources and sync it into Knowledge for AI agents and generative search. As a Knowledge admin, you can join the EAP, connect sources like Google Drive, Box, SharePoint, Amazon S3, Dropbox, or PDF article attachments, and use PDF content without manual conversion. Limits include 10 MB files, 100 PDFs per account, no encrypted PDFs, and text-only extraction.</p>
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<div class="note important" id="topic_c3s_fft_wgc__note_yw3_ntp_jjc">
<span class="importanttitle">Important:</span> PDF Ingestion is currently in an early access
program (EAP). To participate, see <a class="xref" href="#topic_ubb_35z_fjc">Enrolling in the EAP</a>.</div>
<p class="p">PDF ingestion is the ability of knowledge connectors to extract and sync PDF content from
<a class="xref" href="#topic_ej5_hqs_fjc">supported knowledge sources</a>.
Content extracted from PDF files is synced with Knowledge and made available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">wherever external content is used</a>. </p>
<p class="p">You must be a Knowledge admin to create and manage knowledge connections.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_c3s_fft_wgc__ul_mxd_ds2_k3c">
<li class="li"><a class="xref" href="#topic_by5_hrz_fjc">About PDF Ingestion</a></li>
<li class="li"><a class="xref" href="#topic_ej5_hqs_fjc">Requirements and limitations</a></li>
<li class="li"><a class="xref" href="#topic_ubb_35z_fjc">Enrolling in the EAP</a></li>
<li class="li"><a class="xref" href="#topic_bn4_3qs_fjc">Setting up PDF ingestion</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_by5_hrz_fjc">
<h2 class="title topictitle2" id="ariaid-title2">About PDF Ingestion</h2>
<div class="body">
<p class="p">When you register for this EAP, you can unlock the information in your PDF documents
hosted on supported knowledge connector platforms. Content that lives in PDF files
no longer needs to be manually converted or migrated. Instead, it's
automatically extracted, synced, and made available for AI agents and generative
search. </p>
<div class="p">PDF extraction offers the following capabilities:<ul class="ul" id="topic_by5_hrz_fjc__ul_znk_lrz_fjc">
<li class="li">
<strong class="ph b">PDF ingestion from supported knowledge connectors</strong>: You can connect
your existing knowledge sources to automatically ingest PDF content into
your Zendesk account.</li>
<li class="li">
<strong class="ph b">Automatic knowledge syncing</strong>: PDF content is updated during connector
syncs, which typically runs every 24 hours.</li>
<li class="li">
<strong class="ph b">PDF extraction</strong>: Text is extracted from connected PDFs, then made
available for AI Agents and generative search. Equipping AI agents and
generative search with PDF content helps them to provide better answers for
users seeking information.</li>
</ul>
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<p class="p"><img class="image img-screenshot" id="topic_by5_hrz_fjc__image_tvh_p15_fjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-pdf-ingestion.png" width="800"></p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ej5_hqs_fjc">
<h2 class="title topictitle2" id="ariaid-title3">Requirements and limitations</h2>
<div class="body">
<div class="p">Supported platforms include the following:<ul class="ul" id="topic_ej5_hqs_fjc__ul_vdc_2zb_vjc">
<li class="li">Sharepoint</li>
<li class="li">Google Drive</li>
<li class="li">Box</li>
<li class="li">Amazon S3</li>
<li class="li">Zendesk (PDF article attachments)</li>
<li class="li">Dropbox</li>
</ul>
Additional platforms will be added as they become available. </div>
<p class="p">To participate in this EAP, you must be a Knowledge admin and have the following:</p>
<ul class="ul" id="topic_ej5_hqs_fjc__ul_d2n_tqs_fjc">
<li class="li"><a class="xref" href="#topic_ubb_35z_fjc">Access to the PDF Ingestion
EAP</a></li>
<li class="li">Connected knowledge source</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">AI agents or generative search configured to
access ingested content</a>. </li>
</ul>
<div class="p">The following limitations apply to the PDF ingestion EAP. PDFs that don't meet this
criteria are automatically and silently (no UI indication) skipped during
ingestion.<ul class="ul" id="topic_ej5_hqs_fjc__ul_fwk_qwz_fjc">
<li class="li">Maximum PDF file size of 10 MB</li>
<li class="li">Maximum of 100 PDFs per account</li>
<li class="li">Encrypted PDFs are not supported</li>
<li class="li">Images within PDFs are not extracted; only text extraction is
supported.</li>
</ul>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ubb_35z_fjc">
<h2 class="title topictitle2" id="ariaid-title4">Enrolling in the EAP</h2>
<div class="body">
<p class="p">You can enroll in the PDF Ingestion EAP from within Knowledge admin. After you submit
the EAP agreement and update your settings, you'll have automatic access to the PDF
ingestion functionality. </p>
<p class="p">If you have feedback about this feature during the course of the EAP, visit the
dedicated community forum for <a class="xref" href="https://community.zendesk.com/groups/zendesk-eap-multimedia-pdf-ingestion-151" target="_blank">PDF ingestion </a>where we collect and manage
customer product feedback.</p>
<div class="p">
<strong class="ph b">To enroll in the PDF Ingestion EAP</strong><ol class="ol" id="topic_ubb_35z_fjc__ol_ifz_x5z_fjc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Settings</strong> (<img class="image" id="topic_ubb_35z_fjc__d8e85" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_settings.png">) in the sidebar.</span></li>
<li class="li">Under the <strong class="ph b">External content (Early Access Program)</strong> section, select
<strong class="ph b">Allow PDF content</strong>.<p class="p"><img class="image img-screenshot" id="topic_ubb_35z_fjc__image_sc2_51h_3jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/PDF+extractor+enable+short.png" width="600"></p>
</li>
<li class="li">Review the EAP terms and conditions, then select <strong class="ph b">I agree</strong> and click
<strong class="ph b">Submit</strong>.</li>
<li class="li">On the Settings page, click <strong class="ph b">Update</strong>.</li>
</ol>
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</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bn4_3qs_fjc">
<h2 class="title topictitle2" id="ariaid-title5">Setting up PDF ingestion</h2>
<div class="body">
<p class="p">Once you've signed up for the PDF ingestion EAP, the feature is automatically
available to you. However, you must connect a supported external knowledge source and configure your account to allow the use of external content.</p>
<div class="p">
<strong class="ph b">To set up PDF ingestion for use with knowledge connectors</strong><ol class="ol" id="topic_bn4_3qs_fjc__ol_sqp_4vz_fjc">
<li class="li">Set up one of the <a class="xref" href="#topic_ej5_hqs_fjc">supported
knowledge connectors</a>. For links to connector documentation, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796599390874#topic_hxb_ps2_k3c" target="_blank">Connecting external content using a
knowledge connector</a>.<p class="p">After you connect your source, PDFs synced
from that source are automatically ingested into Zendesk
Knowledge.</p>
</li>
<li class="li">Configure your AI agents or generative search to use the connected external
content. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">About connecting external content to
Zendesk for use across knowledge experiences</a>.</li>
</ol>
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