How should AI Chatbots use attachments in customer conversations?

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1

One of our community members raised a really interesting question after our latest update
for AI Chatbot introducing attachment support (link →).

@Adore asked:

What client-side use cases do you see for this feature, and how would you train the AI Chatbot to respond or ask follow-up questions?

Example #1:
Customer Support: A client tells the AI Chatbot they’re having an issue with a product they purchased. The chatbot can automatically ask the client to upload a photo so the support team can review the issue early and speed up troubleshooting.


We thought this was a great topic for a broader discussion, so we’re continuing it here :blush:

  • What use cases do you see for customers using attachments?
  • How would you train your AI Chatbot to respond in these situations?
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Hey @Adore,

Thanks for bringing up such an interesting topic! We really appreciate you sharing your thoughts.

Your example with customer support is a great use case for the new Attachments feature. Another scenario is when the AI assistant needs to request information from the user as a document. The widget owner can then see it in the chat transcript and act on it.

Of course, that’s just one way attachments can be used. I’m curious to hear how others are thinking of using this feature — feel free to share your ideas :wink:

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@Sina, we also remember you wanted to let users to upload images and documents. Could you share a bit more about your use case for the Attachments feature?

We’d love to hear how you’re planning to use it :blush:

4

Our trained AI chatbot can analyze any uploaded file to assist with tasks, provided it aligns with our target industries—Aviation, Aerospace, and Defense—and meets Elfsight’s upload guidelines.

Key Use Cases:

  1. Project Specifications: Visitors can upload RFPs or project documents for immediate AI analysis. The bot’s response and document is then fast-tracked to the proper department for evaluation, dramatically cutting down our initial workflow processing time.
  2. Talent Acquisition: If a candidate uploads a resume to inquire about roles, the chatbot instantly guides them through our formal application steps. Behind the scenes, we flag high-tier talent so our recruiting team can fast-track standout candidates.
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Many thanks for sharing these examples, Petar!

Quick question — does your AI Chatbot analyze uploaded files the way you need right away, or did you set up any prompts or rules in the Conversation Rules section to make sure it handles them correctly?

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Great question, Max!

Our AI Chatbot is currently analyzing uploaded files exactly as expected. I achieved this by updating our current, comprehensive Conversation Rule. The rule has been thoroughly tested to ensure the chatbot doesn’t hallucinate or stray off course. Go ahead and give it a spin with any file type—both aviation and non-aviation related!

Key Lesson Learned: To ensure the Conversation Rule works correctly, I only use ChatGPT to review, correct, and recommend instructions. I always preface my inquiries by noting that I am building for GPT-5 mini (Elfsight’s AI Chatbot LLM), ensuring ChatGPT provides compatible logic. While I have experimented with other LLMs (like Gemini and Grok), I only implement their recommendations if they prove helpful and if GPT-5 mini handles them well.

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Thanks for sharing such a detailed breakdown, Petar! It’s really insightful to see how you’ve structured the Conversation Rule and tested it with ChatGPT.

I’m curious, did you add the prompt because the AI’s default handling of uploaded files wasn’t giving the results you wanted, or more as a precaution to make sure everything is processed accurately?

You’ve also mentioned using attachments for project specs and resumes. Have you explored other ways Attachments could support your workflows beyond these cases?

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I added the prompts to ensure the bot provides answers that follow our company guidelines.

I have not yet tested the AI’s native response to uploaded files. However, there’s enough leeway in our prompts to allow the AI to add its own information—which our team frequently reviews. Training the AI chatbot, of course, is never-ending.

Concerning your second question, we are currently exploring other ways the Attachment feature could support our business (e.g., providing a service order, consulting appointment, or project status). However, we are limited in what we can do because, to my knowledge, Elfsight’s AI Chatbot currently does not offer integrations with other platforms.

If you have any suggestions on how the Attachment feature can be used (with associated chatbot training instructions), please share. What does Team Elfsight currently use this feature for?

Last, did you give our chatbot a spin? :slight_smile: Let me know what you think!

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Got it, thanks so much for sharing all the details, Petar! Really appreciate the insights :wink:


You’re right, integration with other platforms aren’t available now. Are there any specific integrations you were thinking of for your workflow?


Are you referring to the AI Assistant installed on our website? If so, the Attachment feature will be really helpful for the support needs.

For example, our customers can now upload images showing an issue or docs with invoices to the chat, which can be analyzed by the assistant. And if the bot stuggles to provide a correct answer, our Support Team will receive a chat transcript with a more detailed info that will helps us assist much faster.


I remember you’ve been tight on your message limit, so I didn’t want to use it just out of curiosity. Still, it was really interesting to see how it’s working on your end. I even peeked at a few conversations in our database — like spotting a plane from an image.

I’m definitely no aviation expert, but everything seems to be working really smoothly :grinning_face:

Great job, Petar!

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Hi there, @Max

For my purposes, I simply practiced using question and answer exercises. I can certainly expand and improve this, but it works very well.

As a hairdresser, it’s always important to know the client’s hair type at the beginning in order to make informed decisions about their wishes.

The most important factor is hair length, which determines the price and treatment time.

The bot responded as follows…and the result, as well as the suggestions, are quite impressive.

Thanks – great upload, thank you! I can see your photo and would be happy to make some suitable suggestions. Here are my observations and ideas (please let me know if anything is incorrect):

Current look (from what I see): long, straight hair in a reddish-brown tone. Your face appears rather oval overall – this suits many cuts.

Cut suggestions that might work well:

Long, layered layers for more movement and volume.

Face-framing layers (longer layers close to the face) to emphasize facial features.

Curtain bangs or light fringe variations are a great way to change your forehead look – they create a soft and modern effect.

Soft waves (created with a curling iron or large rollers) add texture and a romantic finish.

A long bob (if you prefer a shorter style) is elegant and easy to care for, and often flatters oval faces.

Color/Style Ideas:

Soft balayage or subtle highlights (gold to caramel tones) add depth without a radical change.

A gloss treatment for more intense color and a healthy look.

Care & Styling Tips:

Regular trims every 8–12 weeks for healthy ends.

Use heat protectant before styling with a flat iron or curling iron.

A moisturizing hair mask once a week for dry hair.

Would you like me to suggest 2-3 specific options (e.g., “soft layers + curtain bangs,” “balayage + soft waves”), or do you have a sample image you’d like me to look at?

If you’d like to have the look done right away at your appointment: Appointment phone: :telephone:

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@Helga What do you think? :hugs: :wink:

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Hey Sina! Great use case. Made me laugh too.

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Hi Petar,

Thanks for the sympathy… I hope Helga isn’t upset.
Now the only thing missing is the suggestion in image form—but the bot can’t do that.
I’m also not sure where best to place the instruction: under “Question/Answer” or in the “Text Blocks.”

I think I should try to get a shorter version, because the answer is already very long.

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Hey Sina,

Don’t be surprised if Helga cancels your account – or – signs up for a hair appointment. LOL

Feedback:

  1. Instead of using an icon for making calls, I would use a markdown link instead. Why? Much safer since icons are often blocked by extensions, apps, or software at a user-level. This is what we use (for example): [Call us](tel:+18005550199)In your case, the bot could say:
    If you’d like to have the look done right away at your appointment, [give us a call](tel:+18005550199)!

  2. Yeah, the chatbot is definitely limited in many ways (e.g., cannot generate images) and I do not expect Elfsight to introduce this feature since – as you know – image creations consume a large amount of tokens.

  3. To ensure the bot responds better (or to your liking), I would use a Conversation Rule. In your conversation rule, you can state (for example): “Keep answers short. Do not offer verbose answers.” This is what we use, and are very happy with the results (85-95% level of accuracy).

I hope this helps a bit.

Cheers!

15

Hello Petar,

That was very helpful. Thank you very much. I had already used action buttons elsewhere, but hadn’t fully implemented them yet.

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Hi @Sina, this is adorable, I absolutely love this use case! The reply is detailed and informative, and the recommendations are really spot on.

Fun fact: my hair is darker now and I’ve had a layered haircut with some kind of a curtain fringe recently! So the suggestions your chatbot gave are hands-down trustworthy :grinning_face_with_smiling_eyes:

I think this feature sounds like a great fit for you: more personalized suggestions for your clients with less effort for you :blush:

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Hey @Sina :waving_hand:

Thanks so much for sharing your use case!

Your example really shows that attachments are working well and that the assistant is handling its tasks smoothly.

Regarding instructions, Petar gave a great tip — using Conversation Rules for this purpose is probably the best approach.

You also mentioned that having image suggestions would be super helpful. Just to be sure, are you talking about the idea mentioned in this request?

For example, user uploaded his/her photo and the bot applies a new hairstyle to this photo based on the provided recommendations, right?

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Yes @Max thats right :upside_down_face: You have identified the goal.