Plug & Plai FAQ

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File Upload Feature ​

The file upload feature allows your assistant to send a secure link to callers during phone conversations, making it easy for them to upload documents directly to your system.

What is File Upload? ​

When enabled, your assistant can request documents from callers during a conversation. Instead of requiring callers to email files or visit a website later, your assistant sends them a direct upload link via SMS. Callers can use this link to upload files from their phone immediately.

Common Use Cases ​

  • Medical Offices: Request sick leave certificates or medical documents
  • HR Departments: Collect employment documents during onboarding calls
  • Customer Support: Receive photos of damaged products or warranty documents
  • Legal Services: Gather signed contracts or identification documents
  • Insurance Claims: Collect accident photos or claim documentation

Requirements ​

To use the file upload feature, you need:

  • SMS Feature Enabled: Your account plan must include SMS sending capability
  • Assistant Configuration: The feature must be enabled in your assistant's settings

If your plan doesn't support SMS, you'll see a notification when trying to enable file upload. Contact your account manager to upgrade your plan.

How to Enable File Upload ​

Follow these steps to set up file upload for your assistant:

Step 1: Navigate to Assistant Settings ​

  1. Go to Assistants in the main navigation
  2. Select the assistant you want to configure
  3. Click on the Prompt tab

Step 2: Enable File Upload ​

  1. Scroll to the "Allow Uploading files" section
  2. Toggle the switch to Enable the feature
  3. If the toggle is disabled (grayed out), your plan doesn't support SMS - an upgrade is required

Step 3: Configure Upload Trigger ​

Define when your assistant should offer the upload link by describing the situation in the "When to trigger file upload" field.

Examples:

  • "When the caller mentions they need to send a sick leave certificate"
  • "When the caller says they have photos of the damaged product"
  • "When the user wants to provide proof of address"
  • "After the caller agrees to send their signed contract"

Tips for writing good triggers:

  • Be specific about the situation
  • Use natural language that matches how callers speak
  • Describe the caller's need or intent
  • Keep it concise but clear

Step 4: Customize the SMS Message ​

Write a short message that will be sent to the caller along with the upload link in the "Message to user" field.

Examples:

  • "Please send your sick leave certificate"
  • "Upload photos of the damage here"
  • "Please submit your documents using this link"
  • "Here's the link to upload your signed contract"

Guidelines:

  • Keep the message under 100 characters
  • Be clear about what document you're requesting
  • Use polite, friendly language
  • Don't include the link in the message (it's added automatically)

Step 5: Save Your Changes ​

Click the Save button at the bottom of the form to activate the file upload feature for your assistant.

How It Works During a Call ​

Once configured, here's what happens when a caller needs to upload a file:

  1. Caller Indicates Need: During the conversation, the caller mentions they need to send a document (matching your trigger condition)

  2. Assistant Recognizes Request: Your assistant detects the trigger and initiates the file upload process

  3. Link Generation: The system creates a secure, temporary upload link for this specific call

  4. SMS Sent: Your assistant sends an SMS to the caller's phone number containing:

    • Your custom message
    • A secure upload link

  5. Caller Uploads: The caller clicks the link on their phone and uploads the required document(s)

  6. Confirmation: The uploaded files are securely stored and linked to the call record

Security and Privacy ​

The file upload feature includes several security measures:

  • Temporary Links: Each upload link is unique and expires after a set time period
  • Secure Transfer: All file uploads use encrypted connections (HTTPS)
  • Call Association: Uploaded files are automatically linked to the specific call and caller
  • Access Control: Only authorized users in your account can access uploaded files

Accessing Uploaded Files ​

After a caller uploads files:

  1. Files are attached to the call record in your system
  2. You can access them through the call details page
  3. Files are stored securely in your account
  4. You can download or view files as needed for your business process

Troubleshooting ​

File Upload Toggle is Disabled ​

Problem: You can't enable the file upload feature - the toggle is grayed out.

Solution: Your current plan doesn't include SMS capability. File upload requires SMS to send the link to callers. Contact your account administrator or support to upgrade your plan.

Caller Didn't Receive SMS ​

Possible causes:

  • The caller's phone number may not support SMS
  • There might be a delay in SMS delivery
  • The caller's phone may have SMS blocked

Solutions:

  • Verify the phone number is correct
  • Wait a few minutes for SMS delivery
  • Ask the caller to check their spam/blocked messages
  • Try resending the link

Possible causes:

  • The link may have expired
  • The caller may have clicked an old link from a previous call
  • Technical issues with the caller's internet connection

Solutions:

  • Generate a new upload link during a new call
  • Ensure the caller is using the most recent link
  • Verify the caller has internet connectivity

Best Practices ​

Writing Clear Triggers ​

  • Be Specific: Instead of "when they need to upload something", use "when the caller says they have the signed contract ready"
  • Use Natural Language: Write triggers as the caller would speak them
  • Test Your Triggers: Make test calls to ensure the assistant recognizes the situations correctly

Crafting Effective Messages ​

  • Be Direct: Clearly state what document you need
  • Stay Brief: Keep messages short and easy to read on a phone
  • Be Professional: Maintain your brand's tone of voice
  • Include Context: Remind the caller what they're uploading

Monitoring Uploads ​

  • Check Regularly: Review uploaded files in call records
  • Follow Up: Contact callers if required documents are missing
  • Track Success: Monitor how often the feature is used successfully
  • Refine Settings: Adjust triggers and messages based on real-world usage
  • Call Recordings: Access recordings along with uploaded files in call records
  • Contact Management: Uploaded files are linked to contact records for easy reference
  • Assistant Configuration: Learn more about assistant settings in Assistant Configuration

Need Help? If you have questions about configuring file uploads or need assistance with your SMS plan, contact our support team or your account manager.