Why this is separate from knowledge
A file can be stored so that SHVYA is allowed to share it; successful file delivery does not prove its text was indexed for answering questions. Likewise, an indexed internal document is not automatically approved for customer delivery.
Configure a shareable file
- Upload the organization's current file to AI Brain's supported file area.
- Mark the file as eligible for customer sharing where the UI requires it.
- Write a precise When and why to send instruction: such as with the approved welcome message, after interest in a service, or upon an explicit brochure request.
- Save and test the rule in AI Sandbox, including cases where the file must not be sent.
- Verify one live authorized delivery on each channel you intend to use.
Channel behavior
Meta WhatsApp Cloud API/Coexistence and Hosted use their channel-specific attachment senders. Instagram may deliver supported PDFs as native attachments and other types using authorized links. A download link may expire and requires eligible access.
Troubleshoot a missing brochure
Check all five stages: file exists; sharing is permitted; current version is ready; the customer message meets the condition; and the provider has acknowledged actual send. Re-open the saved instruction and AI Trace. If no send occurred, the bot must not claim it attached the file.
Safety
Only organization-owned eligible files may be shared. Do not attach private pricing, credentials or internal SOPs to a public welcome message.