Documents

Documents are shared files (PDFs, images, CSVs) that your team and AI can reuse across conversations.

Configure them once in Organization Settings. After that, they can be sent directly inside conversations or used by system actions.

Open the Documents page

1. Go to Settings → Organization → Documents.
2. You'll see a table with:
   • Preview – Thumbnail for images or a generic file icon.
   • Title – Display name of the document.
   • Description – Short explanation of what the document contains.
   • Actions – Download, Edit, and Delete buttons.
3. Use the checkboxes on the left to select multiple documents for bulk delete.

Upload a document

1. Open Settings → Organization → Documents.
2. Click New document.
3. In the Upload Document dialog:
   • File:
     • Click the upload area to choose a file.
     • Supported types include:
       • PDF, CSV
       • Images (image/*)
     • Size limits: images up to 5 MB, other files up to 25 MB.
   • Title:
     • Clear, human‑readable name (for example: "Pricing Sheet 2025", "Return Policy PDF").
     • Must be between 3 and 64 characters.
   • Description:
     • Short summary of what the document contains and when to use it.
     • Must be between 3 and 300 characters.
4. Click Save to upload.

After upload:

• The document appears in the table with its title, description, and preview.
• It becomes available to agents when sending documents in conversations.

Update document details

1. In Settings → Organization → Documents, find the document in the table.
2. Click the Edit icon in the Actions column.
3. In the edit dialog, you can:
   • Change the Title.
   • Update the Description.
4. Click Save changes.

The underlying file remains the same; only metadata (title and description) is updated.

Delete documents

You can delete documents one by one or in bulk:

• Single document:
  1. Click the Delete icon in the Actions column.
  2. Confirm in the confirmation dialog.
• Bulk delete:
  1. Select multiple documents using the checkboxes.
  2. When at least one is selected, use the bottom Delete button in the action bar.
  3. Confirm deletion.

Once deleted:

• Documents are removed from the list and are no longer available to send in conversations or use in automations.

Send a document in a conversation

Agents can send uploaded documents directly inside any conversation:

1. In the Inbox conversation composer, click the Document button under the reply box.
2. The Insert Document command menu opens.
3. Search or scroll to find the document by Title or Description.
4. Select a document:
   • Cloodot attaches the document to the current message.
   • You can add additional text before sending if needed.

This lets agents quickly reuse approved documents (FAQs, policies, catalogs) without uploading files every time.

How AI sends documents automatically

Uploaded documents can also be sent automatically by the AI during conversations:

• The AI matches each document's Title and Description against what the customer is asking.
• When the customer's question clearly matches a document, the AI sends that document directly in the reply.

For example:

• You upload a brochure called "Pricing Plan – Service A" with a description explaining that it contains the full pricing for that service.
• Later, a customer asks "Can I get the plan for this service?".
• The AI detects the match and sends the pricing document to the customer automatically.

No manual action is required — just make sure titles and descriptions are clear and specific so the AI can recognize when to use them.