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Assets is your library of approved files the AI can share with customers. Use it for menus, brochures, arrival guides, maps, and product or room images. For example, upload an arrival guide, give it a clear title and description, and choose its business scope. When a customer asks “Can you send me the arrival guide?”, your agent can find the approved file and share it in the conversation. Open Configuration → Assets in the dashboard sidebar. Until the next navigation release reaches your workspace, Assets can still appear in the earlier Agent group.

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Knowledge Base or Assets?

If customers need both an answer about a policy and a copy of the policy document, prepare the information in Knowledge Base and the shareable file in Assets.

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Upload your first asset

Supported formats are JPEG, PNG, WebP, and PDF, up to 10 MB per file. Check the Resource storage indicator before uploading a large collection. Word documents, spreadsheets, and videos are not supported as shareable assets; export an appropriate PDF or image instead.
1

Choose the file

Select Upload asset and choose your image or PDF. You can also use Choose files or drag files into the upload area.
2

Describe what customers will receive

Enter a specific Title and Description. For example:
  • Title: Arrival guide
  • Description: Check-in and check-out times, reception location, and early arrival information for Example Hotel.
Include words a customer would naturally use to request the file. A title such as “Arrival guide” is more useful than “final-v3.png”.
3

Choose the business scope

Select the business the file belongs to. Use All businesses only when the same file is appropriate across your workspace.
4

Upload and check the result

Submit the upload, then open the asset to review its preview, metadata, and status. It must be Ready and Active to be eligible for sharing. New uploads can already be active; verify the switch rather than assuming another activation step is required.
Titles and descriptions help the AI find the right resource and can be visible to customers. Use public-facing wording. Do not put private notes, passwords, or instructions for the AI in these fields.
Arrival guide asset with Ready validation, active status, description, and inherited Example Hotel scope

An uploaded example with a preview, Ready validation, active sharing, and descriptive metadata. Example Hotel content is illustrative.

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Understand validation and active status

Validation and activation are separate. An active switch does not make an unsupported or blocked file shareable. Turn an asset inactive to stop the AI from sharing it without deleting the file. If it belongs to a folder, both the asset and folder must be active.

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Share a collection with folders

A folder groups related files into one shareable collection. For example, Guest guides can contain an arrival guide and breakfast menu, while Queen Room can contain photos of that room and its bathroom.
  1. Select New folder.
  2. Add a clear title and description for the collection.
  3. Choose its business scope and select Create folder.
  4. Open the folder and use Add files to select several images or PDFs, then submit the upload. You can also drop files into the folder.
  5. Open each uploaded asset to improve its title and description and confirm it is Ready and active.
  6. Use the ordering controls beside the files to put the most useful items first.
Guest guides folder with Arrival guide and Breakfast menu, business scope, and ordering controls

A populated folder with two related files. The order here controls AI previews and the public collection.

Every asset in a folder inherits the folder’s business scope. To change that scope, edit the folder. To move an individual asset, open it and choose another Folder or No folder. Moving an asset out retains the previous folder’s business scope, so review it afterward. Folders do not support nested subfolders. When the AI shares a folder, customers may receive up to six ordered previews and a View all link to the complete collection. The collection reflects its current eligible contents; uploading a file alone does not guarantee that it will appear in a customer’s response.

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What the customer receives

You prepare the library in Assets. The AI shares a relevant file when a customer asks to see, receive, open, or download it; the Assets page is not a manual send composer. Try requests such as:
  • “Can you send me the arrival guide?”
  • “Please show me the breakfast menu.”
  • “Can I see the guest guides for Example Hotel?”
The result depends on the connected channel and the selected content. Supported channels can show images, documents, or secure links. WhatsApp can deliver images as image messages and PDFs as document messages, with a link fallback when needed. A folder can include previews and a link to the full collection. The agent should not substitute unrelated files if it cannot find a suitable match. A general question such as “What time is check-in?” may be answered from Knowledge Base without sending an asset.

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Test before relying on sharing

  1. Confirm that the asset is Ready, active, and scoped to the business you are testing. Check folder activation too.
  2. Start a fresh chat in Playground and explicitly request the file using natural wording.
  3. Check that the response identifies the correct content. Test a second phrasing, such as “Please send the check-in information”.
  4. Test through your connected customer channel to verify the actual image, PDF, or link delivery. A Playground result alone does not prove delivery in WhatsApp or another channel.
  5. Open the shared file or collection and check the contents and order.
  6. Ask for a file you have not uploaded. The agent should acknowledge that it cannot find it instead of sharing an unrelated item.

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Update or retire content

Open an asset to edit its title, description, or folder. Review scope whenever you move files. To replace an outdated file, deactivate it, upload the replacement, confirm Ready and active status, and test again. Deactivation or deletion can make previously shared secure access unavailable. Disabling a folder also disables access through its existing folder link. Re-enabling a folder does not restore its old link; request a new share.
Deleting a folder permanently deletes its contained assets and stored files. The dashboard asks you to type the folder name. Use deactivation when you only want to pause sharing.

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Troubleshooting

On mobile, open Settings → Assets for basic management. Use the web dashboard for bulk uploads, moving files, manual ordering, and deleting folders with their contents.