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Attachments

An attachment is a file the agent can send during a conversation: a menu, a product catalog, a price list, a photo of the showroom, a short video. You upload it once on the Agent Knowledge page with an instruction on when to send it, and from then on the agent sends it by itself whenever a customer's request matches.

How do attachments work?​

Each attachment carries a short instruction, such as "When a customer asks to see the menu". On every reply the agent sees the list of attachments with their instructions, and when the customer's message matches one, it sends that file along with its text answer. The file goes out as normal media on the customer's channel, so it opens inline on WhatsApp, Messenger, Instagram and the website widget.

Rules the agent follows:

  • It sends at most one attachment per reply, chosen from the list by its instruction.
  • It does not resend a file already sent in the same conversation unless the customer asks for it again.
  • It never sends an attachment whose Active box is unticked.
  • It sends the file as media next to its text; the text itself should not contain links or ids. On WhatsApp the reply becomes the first file's caption, and album photos arrive one by one.

What can I attach?​

Four kinds of files, each with its own limit. Images and videos must be in the formats below; other documents should be converted to PDF first.

KindFormatsLimit
PhotoJPG, PNG, WebPOne file, up to 10 MB
AlbumJPG, PNG, WebPUp to 10 images, 10 MB each, sent as one set
VideoMP4, MOVOne file, up to 16 MB; takes 2 to 3 minutes to process after upload
DocumentPDF, DOCXOne file, up to 20 MB

Channels have their own caps below these: WhatsApp accepts photos up to 5 MB, and Instagram photos up to 8 MB and documents as PDF only, so keep photos small and prefer PDF to Word. A PDF or Word file can also be read into knowledge instead of sent; Mojeeb asks which you want when you add it.

How do I add an attachment?​

On Agent Knowledge, with the agent selected, click Add. Give the item a Title, or leave it and the file name is used, drop the file or files on Attach files (optional), and write the sending rule, up to 2,000 characters, in the text box, which is labeled When should your agent send this? once a file is attached. For a PDF or Word file, answer What should your agent do with this file? with Send it to customers. Click Add.

Writing the instruction well is what makes the attachment useful:

  • Name the requests that should trigger it: "When a customer asks for the menu, prices of dishes, or what we serve".
  • Say what the file is, so the agent can introduce it: "This is the full menu with prices in EGP".
  • Add any condition: "Only after the customer says which branch".

Example instructions: "When a customer asks about our packages or prices, send this price list and say prices include tax." · "When a customer asks what the salon looks like or where it is, send these photos."

How do I edit, pause or delete an attachment?​

Each attachment is a row on the Agent Knowledge page. Edit opens Edit Attachment with its Name, Instructions and Media; replacing media removes the previous file. The Active (attachment can be sent by AI) box pauses it when unticked: the attachment stays in the list but the agent never sends it, which is useful for a seasonal menu or an offer that has ended. Delete removes it after a confirmation. Changes apply to the next customer message.

How do I check what the agent will send?​

Ask in the test chat beside the list. Type the kind of request a customer would send, such as "can I see the menu?", and the agent answers with the attachment if the instruction matches. If it does not, make the instruction more specific or add the words customers actually use.

Common questions​

Can the agent send two files in one reply?​

No, one attachment per reply. For several images, use an Album so they go out as one set. If a customer needs two different files, the agent sends the second when they ask for it.

Does the attachment text count as knowledge?​

No. The instruction tells the agent when to send the file; the agent does not read the contents of a sent document to answer questions. To have the agent both send a PDF and answer from it, add the file twice: once as Send it to customers and once as Read it to answer questions.

Why did the agent not send the file?​

Four usual reasons: the instruction did not match the words the customer used, the attachment is inactive, the file was already sent earlier in the same conversation, or the channel refused the file, such as a photo over 5 MB on WhatsApp. Open Edit and check the Active box, then test with the customer's exact phrasing.

Do attachments work on every channel?​

Yes, within each channel's own media rules: WhatsApp photos up to 5 MB, Instagram photos up to 8 MB and documents as PDF only. A file a channel refuses is dropped and the customer receives the text reply alone, so keep photos small and prefer PDF.