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Import data from a file such as a PDF, Word document, or Excel spreadsheet.

Supported File Formats

Configuration

Send a file to customers

The AI Agent can send an uploaded file to the end customer as an attachment instead of only quoting from it. Reference the file with @ in a Specialist instruction, channel guideline, or global guideline and tell the AI Agent to send it, for example:
The AI Agent attaches the original file to its reply on email, chat, and WhatsApp. Only files with the Fully public access level can be sent. Files marked No sharing allowed or Internal use only stay available for answering questions but are never attached. Website imports and other non-file sources cannot be sent either, since there is no single file to deliver. Attached files follow the same review flow as other AI Agent replies. If the reply waits for approval, the attachment is kept and sent once a Human Agent approves it.

See also