Showing Pictures: Your Character’s Visual Aids

Welcome! This guide is about Media — the pictures, videos, and PDFs your character can hold up and show during a chat. Think of it like a friend who reaches into their bag and says, “Oh, here — look at this!” You upload a picture (a product photo, a price sheet, a diagram), pin it to a scene, and write a little note telling your character when to show it. Then, when a visitor brings up that topic, your character pulls it out and shows it in the chat.

Here’s the one thing to remember:

Quick vocabulary so the rest of this guide makes sense: - A storyboard is like a comic strip or a movie’s scene list — the flow of your conversation. - A scene (we call it a panel) is one moment or step in that flow. - Publish means hitting “post” so your changes go live for real visitors.

Everything here matches how the product actually behaves — including the honest little quirks, like the fact that the exact buttons you see can differ depending on your account’s settings.

1. The big picture: how your character decides to show a picture

You might expect that you’d type “show the photo now” at a specific spot. You don’t. Here’s what actually happens, and it’s nicer than that:

Every time your character writes a reply, it quietly glances at what it just said, then checks the note you wrote for each picture pinned to that scene. If your note matches the moment, the picture pops up in the chat as its own little message.

So your whole job boils down to two things: 1. Upload the picture. 2. Write a clear note that says when to show it.

The product handles the timing for you. That “when to show it” note is the star of this whole guide — get it right and everything else falls into place.

2. Uploading a picture (the Media page)

Media has its own page in the console, separate from Knowledge. It’s a simple, searchable list of all your pictures — no folders, no tags, just one tidy shelf.

What you can upload

Pictures, videos, and PDFs — specifically JPG, PNG, MP4, and PDF files.
As large as the storage you have left, and 20 items per upload total.

Filling out the upload box

You’ll get a little preview thumbnail so you can confirm you grabbed the right file. Once it’s up, your picture is stored safely and shown to visitors through a private link only when it’s needed.

3. Pinning a picture to a scene (and writing the all-important note)

Pictures live on a scene-by-scene basis — a picture only shows up in the scenes where you’ve pinned it.

The “when to show it” note — the most important thing in this guide

This note has a slightly fancy label in the console — “Intent Description” — but all it means is: a plain-English description of when this picture should appear. This note is what your character checks against its own reply to decide whether to show the picture. A vague note means the picture almost never shows up. A specific note means it shows up at exactly the right moment.

Write it the way you’d brief a helpful coworker: “Show this when the visitor is asking about ___.”

Too vague (picture rarely shows)	Nice and specific (picture shows at the right time)
“product photo”	“Show when the visitor asks what the X200 router looks like, or asks for a product image.”
“pricing”	“Show when the visitor asks about price, plans, or the cost of the Pro tier.”
“manual”	“Show the setup diagram when the visitor asks how to connect or install the device.”

Not sure how to word your note? Let your AI help.

🤖 Ask your AI: paste this —

I’m setting up a character that can show pictures during a chat. For each picture I have to
write a one-sentence “when to show it” note. Write me a clear, specific note for a picture
that is: [describe your picture, e.g. “a photo of our X200 router”]. Phrase it as
“Show when the visitor asks about ___”. Keep it to one sentence.

Then paste the result into the note box.

A note on ordering

Each pinned picture also has a quiet little priority number behind the scenes (lower number = goes first). It doesn’t decide whether a picture shows — it only sorts the order when several pictures match at once and only a few are allowed to show (more on that next). You almost never need to fuss with it.

4. Controlling how many pictures show (and how often)

How many at once

By default, your character will show up to 3 matching pictures in a single reply. You can dial this down:

Turn on “Display most relevant media only” (in Media Global Settings) and it caps the show to just 1 — so when several pictures match, only the single best one appears. Turn it off to go back to the default.

You can also choose to show none at all on a given storyboard if you don’t want any pictures popping up there — the cap can go all the way down to zero.

It won’t spam the same picture

Your character is polite about repeats — it won’t shove the same image at someone over and over. Depending on your account’s policy, a given picture either shows once per conversation, or it can come back after a little while if the topic returns (and it’ll always show again if the visitor flat-out asks for it).

Your character can talk about what it’s showing

If your account has this turned on, your character knows the name and description of the picture it’s showing, so it can mention it naturally — “Here’s the setup diagram —”. If it’s off, the picture just appears without any narration.

5. When a picture WON’T show (and why that’s on purpose)

Sometimes you’ll write a perfect note and the picture still holds back. That’s usually by design — your character is being considerate. It deliberately skips showing pictures when:

The visitor said no thanks, or seems annoyed. Promotional or visual stuff gets held back unless they specifically ask to see it.
The reply was a small one — like a quick clarifying question or a polite “I can’t help with that.” There’s nothing worth illustrating.
Your note didn’t match what your character actually said this time.
It already showed that picture (per the “don’t repeat” politeness above).
It’s a hello or a check-in moment — pictures stay off during greetings and unprompted nudges.

So if a picture isn’t appearing, the usual fix is to sharpen the note, make sure the visitor’s question really lines up with it, and double-check it’s pinned to the scene that’s actually in play.

6. Media vs. Knowledge — telling them apart

These two feel similar (you pin both to a scene and publish), but they do opposite things. Here’s the cheat sheet:

	Media (this guide)	Knowledge (other guide)
What it’s for	Showing the visitor a file	Answering from a document
Examples	Product photo, price sheet, demo video, brochure PDF	Manual, policy doc, FAQ, spec sheet
File types	JPG / PNG / MP4 / PDF	TXT / PDF / DOC / DOCX / CSV
Where it lives	The Media page	The Knowledge page
How you set it up	Pin it to a scene and write a “when to show it” note	Pin it to a scene as a reference document
When it appears	Your character checks its reply against your note and shows the match	Your character quietly reads the document and uses it to answer
What the visitor sees	The picture popping up in the chat	No file — just a better-informed answer

7. When something’s not working

What you’re seeing	What’s probably going on	How to fix it
My picture never shows up	Your note is too vague, the picture isn’t on the scene that’s in play, or you haven’t published	Write a specific “show when the visitor asks about ___” note; pin it to the right scene; hit Publish
It shows at the wrong time	Your note overlaps with topics it shouldn’t	Tighten the note down to the exact moment you want
Same image shows over and over (or never again)	The “don’t repeat” rule is set for your whole account	It’s an account-wide setting, not per scene — adjust expectations or ask your account admin
Too many images flood one reply	No limit set	Turn on “Display most relevant media only” to cap it at one
I can’t find a “when to show it” box for my picture	You’ve got the other layout	Use the scene’s shared note box (“Custom Attachment Prompt”) instead
My PDF is being read instead of shown (or the reverse)	It’s on the wrong shelf	Media = show it (Media page); read-and-answer-from = Knowledge page
Upload got rejected	Out of storage, over 20 items in one go, or not a supported type	Shrink or convert the file; stick to JPG / PNG / MP4 / PDF

8. The one-page recap

Media = what your character SHOWS the visitor. Knowledge = what it reads to answer. Different shelves, different jobs.
Upload a picture (JPG / PNG / MP4 / PDF, 20 per upload) on the Media page → drag it onto a scene → write a “when to show it” note (“show when the visitor asks about ___”) → Publish.
That note is everything. Your character checks it against what it just said and shows the match. Vague note = no picture.
Your editor might look one of two ways: a note per picture (common), or one shared note for the whole scene. Same goal either way.
Up to 3 pictures show by default; “Display most relevant media only” trims it to one. The “don’t repeat” politeness is set account-wide.
Pictures are scene-by-scene and only go live after you Publish — same as Knowledge.

You’ve got this. Upload a picture, tell your character when to show it off, and hit Publish.