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Document upload lets customers share files during conversations so the AI can read and extract information from them. This covers invoices, receipts, error logs, configuration files, and other documents relevant to a support request.
This feature is for end customers sharing documents during conversations, not for uploading knowledge base content. See Knowledge for that.

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Supported File Types

PDFs with selectable text work best. Scanned PDFs (image-based) have lower extraction accuracy.

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How It Works

  1. Customer clicks the attachment icon and selects a file
  2. The system scans the file for malware
  3. The AI extracts and reads relevant content
  4. The AI responds using the document’s content alongside conversation context
Customer document upload interface showing attachment icon and file selection in a conversation

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Enabling Document Upload

  1. Go to your deployment settings
  2. Enable Document Upload
  3. Configure accepted file types and size limits
  4. Deploy
Deployment settings panel with Document Upload toggle and file type configuration options Add guidance to instruct the AI on handling sensitive document content (financial data, personal details) appropriately.
Document content moderation is still being enhanced. botBrains is working to match the same level of guardrails that exist for audio and image files.