Set up files your bot can send to customers

Use a File rule in the Handbook for a brochure, menu, form, price list or other file customers should receive. A rule holds one file or an ordered set of files. It describes when those files are relevant.

How it works

A ready, enabled rule makes its files available to the bot when relevant. Turning it on does not immediately send its files. The files go after the bot’s reply, in the order you set.

This is different from teaching the bot what a document says. It is also different from understanding files customers send you.

Reading a document versus sending its file

What you want	What to choose
Use a document as knowledge for answers.	In the document upload form, choose The assistant reads it. Uploading knowledge does not by itself create a File rule.
Send the file without keeping it as a knowledge document.	Choose Only send it, don’t read, or upload directly into a File rule. This creates a send-only file, not a document used for knowledge answers.
Keep a knowledge document and also send its original file.	In the document’s actions, choose Send this when…, or choose it from a File rule using From documents. The document remains knowledge and the rule points to its file.

When you can add knowledge, the document upload form starts on The assistant reads it. Choose the send-only option deliberately if you do not want a knowledge document.

A send-only file can still supply information for drafting its rule’s name and When. “Don’t read” means it is not kept as knowledge for answering questions; it does not mean omotto never processes the file.

The documents list marks send-only entries Send only. Open its rule takes you to their sending settings. A knowledge document used for sending can show Also sent when….

Where to find it

Open Bot → Handbook → What the assistant does when…. The last heading uses your bot’s name. You can also start from an eligible staff-sent file in the Inbox, using the offer beneath the message.

Set it up

You need a plan that includes files and permission to change the Handbook and bot settings. Choosing knowledge documents also requires permission to view and change knowledge. If a control is missing, ask the workspace owner to check your permissions.

Create a File rule

1. Open the section shown above.
2. Choose Add a rule. A menu opens.
3. Under Create a new rule, choose Send a file.
4. Choose files from your device, drop them into the file area, or choose Pick from your documents.
5. If you selected several files, choose One rule, sent together or A rule for each file.
6. Review the created rule’s Rule name, When, files and captions.
7. Wait for the file checks and any draft to finish.
8. Use Turn on or the On switch when the rule is ready.

A single file creates one rule. Several files in One rule, sent together form one ordered bundle. A rule for each file creates separate rules with separately drafted names and When text. New rules made through this file-first flow start off.

Use a rehearsal to check a representative customer request before relying on the rule.

Create a rule from a staff-sent file

1. Find a file your team sent to a customer in the Inbox.
2. Choose Let the assistant send this next time beneath the message, if offered.
3. Choose Open in the confirmation Rule created, off. Open it to check when it’s sent.
4. Review the rule’s file, Rule name and When.
5. Wait for the file checks and any draft to finish.
6. Choose Turn on when it is ready.

This creates an independent copy for a new rule that starts off. It does not make the original reply an instruction to the bot. The draft uses the files, not the conversation around the staff reply. See Troubleshooting below if the offer is missing.

Change an existing document to send-only

1. Open its actions in the documents list.
2. Choose Send only, don’t read, if offered.
3. Read the confirmation and choose Send only.
4. Review the File rule that opens.

This removes the knowledge document while retaining a send-only copy of its file. Existing File rules that used that document are changed to use copies instead. If there was no rule, a new, off rule is created. Review existing rules’ On settings too; conversion does not necessarily turn those rules off.

Conversion is available for eligible uploaded documents after their security check. It is not offered for documents written inside omotto, linked Google Drive documents or linked web pages. To keep the document as knowledge, use Send this when… instead.

Review a suggested rule

If you receive a File rule suggestion through the Coach or learning, review its file, name, When, audience and enabled state before applying it. An approved suggestion can create an enabled rule; it is not the same as the off-by-default manual drafting flow. Review additional language versions, captions and verification requirements in the rule editor afterward.

Settings

Rule name, When, verification and On

Setting or control	What it does	Starting behavior
Rule name	Names the rule in your Handbook. Customers do not see this name. Use something meaningful, such as “Course brochure and registration form.”	A single file starts with a name based on its filename or document description. A bundle can start as Untitled files and receive a drafted name. Review either one.
When	Describes the customer situation in which these files should be sent. It is read for meaning, not matched as a list of keywords.	Starts blank in the file-first flow, then omotto attempts to draft it. A blank When cannot be turned on.
Draft a When	Requests a draft when the rule still needs one or an earlier attempt needs retrying. Review and edit the result.	Offered only when applicable while the rule is off. It does not switch the rule on.
Who is this for	Everyone, or customers with any or all of the chosen labels. Limits the bot’s sends, not a teammate’s manual file sending.	Everyone
Required verification	No verification, or Verified / any time. The latter needs valid identity proof from this or an earlier conversation. Expired or revoked proof does not count. See verification and User identification.	No verification
On	Makes a complete, ready rule available for the bot to use. Turning it off stops future bot sends through that rule.	Off for new file-first rules. On does not mean “send now.”

The advanced Hidden until they qualify choice hides the rule from the bot until the customer meets both its audience and verification requirements. Verification does not grant a missing label. These choices save independently and do not change an existing rule’s verification choice. When your plan no longer includes files, saved restrictions stay stored while the editor offers cleanup only.

If Who is this for says Can’t be read — choose who this is for again, the saved choice could not be read. It is not treated as Everyone. Select Choose again, choose the intended audience, and save it. To replace it with Everyone, select Save audience after opening the fresh choice. Audience summaries on the Coach’s review cards and connected-agent reads show label names only to people who may view labels; otherwise they show a count. To add a label, you also need permission to view labels. If you may edit this setting but cannot view labels, you can still remove existing labels or change how the retained labels match. The Coach checks the permissions of the person who approves the change. If this audience changes elsewhere while you edit, omotto shows the current saved choice instead of overwriting it. Review that choice before editing again; the rejected choice is not retried.

For When, write the customer’s need: “When a customer asks for the course brochure or registration form.” Do not rely on a vague filename or write only “brochure, form.” The rule is not a scheduled automation.

Drafting uses the selected files’ names and available excerpts. It can miss your business context. Text marked Drafted · edit freely is a starting point, not approval. If drafting fails, write your own When, or use Draft a When when offered. A name or When you have already written is not replaced by the draft.

The file-rule editor saves as you type. There is no separate Save button for its name, When, switches or captions. Watch the save indicator at the top of the screen and correct any field error before moving on. The separate document upload form does have Save and Cancel.

File types and limits

A rule holds up to 10 files, not counting language alternatives as extra bundle positions. The upload area shows the current size limit per file. Follow that displayed limit.

Direct uploads into a File rule support these formats:

Kind of file	Supported formats
Documents	PDF, Word (.doc, .docx)
Spreadsheets	Excel (.xls, .xlsx), CSV (.csv)
Presentations	PowerPoint (.ppt, .pptx)
Plain text	.txt
Images	JPEG (.jpg, .jpeg), PNG, WebP, GIF
Audio	MP3, Ogg audio, AAC, AMR, WAV, M4A/MP4 audio
Video	MP4 video, 3GP, WebM

Not every format in each family is accepted. omotto checks the file’s type as well as its size; choosing a file does not guarantee the upload will be accepted. Upload support also does not guarantee that every line can send it as an attachment. Some files go as download links instead.

Files: uploads, documents and order

Under Files, the listed files are intended to go out together after the bot’s reply, in the order shown. Each position sends one file: its matching language version or its default.

1. Use the file area to choose or drop additional files. Where an add-file menu is offered, choose Upload for a file from your device or From documents for an existing knowledge document’s file.
2. In Pick from your documents, use Search documents to search filenames or document descriptions, then select a result.
3. Drag a file’s handle to change its place. Alternatively, open File actions and choose Move up or Move down.

Only available documents with an actual file are listed. A document consisting only of text written in omotto is not a downloadable file to choose here.

Sent as [filename], when shown, gives the actual filename used for sending. Changing Rule name does not rename the file customers receive.

The order applies to the whole position, including its language versions and captions. An interrupted multi-file upload can leave earlier files added successfully. Check the list before trying again so you do not add duplicates.

Captions and language versions

A caption is customer-facing text sent with a file exactly as written. It is not an instruction to the bot. Captions are optional, start empty, and allow up to 1,024 characters each.

The first Caption · [language] field is for your bot’s default customer language. It is not a universal caption for every customer.

1. Open Languages · other captions and files beneath a file.
2. Select a Language.
3. Choose + Add a language version.
4. Write that language’s caption if wanted.
5. Leave Same file as for any language to reuse the default file, or choose Use a different file and then Upload or From documents.

Available languages are Hebrew, English, Arabic, Russian, Ukrainian, French, Spanish, German, Portuguese, Italian, Dutch, Swedish, Norwegian, Danish, Polish, Turkish, Greek, Amharic and Bengali. The menu offers languages not already added for that file; the default-language caption is already shown above.

Adding a language does not translate anything automatically. Supply the text and alternative file yourselves. Closing the language section only hides it; it does not remove saved versions or captions. See bot and customer language settings.

What happens when…

The customer’s language has no ready file or caption

Any language identifies the default file in delivery details. Every bundle position needs a ready default, even if it also has translated files. Default file fallback is not caption fallback.

Customer language situation	File received	Caption received
A ready file version and caption exist for that language.	That language’s file.	That language’s caption.
A caption exists, but no separate file version exists.	The default file.	The matching caption.
The language’s file is unavailable or still being checked.	The ready default file.	The matching caption, if one exists.
No matching caption exists.	The matching ready file, otherwise the default.	No caption. omotto does not borrow another language’s caption.
The customer’s language is unknown.	The default file.	No caption.

A file is sent as a temporary download link

Open Details per line to see your connected lines, each file and its delivery mode:

• attached — sent as a file in the conversation.
• as a download link (7 days) — sent as a temporary download link instead.
• not ready yet — the source is not currently ready to send.

omotto chooses the mode automatically. A file can go as a link when its type or size does not fit that channel’s attachment support, or when there is not enough storage space for the sent attachment. One bundle can mix attachments and links. This is a preview, not a delivery-mode setting; the result is checked again when sending.

The link lasts up to seven days, not forever. It can stop working earlier if the rule is switched off or removed, its source is removed or unavailable, or files are no longer included in the plan. Do not use it as permanent file hosting.

You replace, remove or stop sending files

For a substantial change, turn On off first, then review the finished rule before re-enabling it.

• Replace a default file: use File actions → Remove file, add the replacement, and put it in the desired order. Removing the default also removes that position’s language files and captions. Add those again if needed.
• Remove a caption: clear its field. Removing a language file alone does not remove its caption.
• Remove a rule: choose Remove and confirm. Files uploaded into it are deleted with it. Referenced knowledge documents stay in your knowledge.
• Delete a knowledge document used by a rule: remove its references from every affected File rule first, including language alternatives. Switching a rule off does not release the document for deletion. The deletion warning identifies the rules to open.

You replace a language file

1. Choose Remove this language version beside the old file.
2. If the language row disappears, select its Language again and choose + Add a language version. A version with no saved caption may disappear after the screen refreshes.
3. Choose Use a different file in that language’s row.
4. Choose Upload or From documents to add the replacement.

Removing the alternative restores default-file fallback. Its caption remains unless you clear the caption separately.

Troubleshooting

A rule is not sending

Message or situation	What to do
Add a file to start sending.	Add at least one file. A rule name and When are not enough.
Checking a file for viruses…	Wait for the check. Files cannot be sent while their required default is still being checked.
A file didn’t pass the virus check. Replace it.	Remove the affected file and upload a safe replacement.
A document this rule sends is no longer available.	Restore the document’s availability or replace it in the rule. A missing default blocks the whole rule from being newly used, not just that file.
A document you can’t view is in this rule.	Ask an authorized teammate to inspect it or check your knowledge permissions. This message is not proof that the file failed its security check.
No channel is connected yet.	Connect a line. This warning does not prevent enabling an otherwise complete rule, but there is nowhere to deliver it yet.
Your plan doesn’t include files.	Check your plan. Existing rules can be cleaned up, but adding, moving and editing their files is unavailable until files are included again.
Ready to turn on	Review the name, When, files and captions, then choose Turn on.
Ready but On cannot be enabled.	Check for a blank or unsaved When, a draft still being prepared, or a field error.

An off or incomplete rule sends nothing through the bot. Normal bot availability, human takeover and messaging restrictions still apply to an enabled rule.

The offer beneath a staff reply is missing

The offer is for eligible files your team sent, not customer uploads or bot replies. It needs the plan and permissions described above. It is also hidden when all eligible files in that message are already held in File rules. For a single-file message, that means the same file is already in a rule.

Check existing rules before adding another copy. Files with an unsupported type, an excessive size or a failed security check do not qualify. A file still being checked may need to finish before rule creation succeeds.

An upload is rejected

Check its format against File types and limits above and its size against the limit shown in the upload area. Export the original into a listed format using the app that created it, or choose another supported file. Renaming a filename’s ending does not convert its contents. If the file failed the virus check, use a safe replacement.

If checking, saving or document search remains stuck after following the displayed retry or reload instruction, contact omotto support. Include the rule name and the error shown, but do not send private customer files unless support asks for them securely.

Related

• Who is this for: audiences and verification

• Organize the Handbook

• Teach the bot knowledge

• Work with customer conversations

• Understand files customers send you

• Choose bot and customer languages

• Test with a rehearsal