Documents

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

They are configured once under Organization Settings and can then be sent directly inside conversations or used by system actions.

Accessing Documents

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.

Creating (Uploading) 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/*)
     • Respect file size limits shown in the dialog (for example, max 25 MB; images may have a lower limit).
   • 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.

Updating a Document

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.

Deleting 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.

Sending Documents in Conversations

Agents can send uploaded documents directly inside any conversation:

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

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

How AI Uses Documents Automatically

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

• The AI looks at the Title and Description of each document and matches them against what the customer is asking.
• When the customer's question clearly matches a document (based on its title/description and context), the AI can send 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, in a conversation, a customer asks: "Can I get the plan for this service?".
• The AI detects that this question matches the pricing document and sends that document to the customer automatically.

This works without you configuring any manual actions—just make sure document titles and descriptions are clear and specific so the AI can recognize when to use them.