Files

The Files tab is the one place every uploaded document and media file lives: brochures, floor plans, price lists, images, contracts.

The same files also power the AI:

• Anything marked as sendable can be shared with leads in a conversation.
• Indexed files that Gene can send feed the AI's knowledge, so it can answer from their contents. Internal files are left out.

Note

Files that belong to one person, such as a passport a lead sent with a form or a contract you added to their record, are kept on that contact instead, under the Files tab of the contact page (see Contacts). They never appear here and are never indexed, and Gene never reads them or sends them to leads.

Overview#

Files can be organized into folders and linked to properties, so a brochure lives next to the listing it belongs to.

Each file shows an index status. Once indexed, the AI can read the file's contents and use them when answering leads.

The same page is also reachable from AI Agents, under Knowledge, as a link-out.

The folder icon next to a file in a listing's Linked documents (Properties) opens this page on that file: its folder opens and its Details show (in the list view, the page scrolls to the file and highlights it). A brochure a listing feed downloaded shows here when opened this way, even though feed downloads are otherwise kept off this page.

What you can do#

• Upload files and create folders to organize them.
• Files from your GoHighLevel media library arrive on their own when you migrate (see below).
• Link a file (or a whole folder) to a property, so the AI offers the right brochure for the right listing.
• Control per file whether the AI is allowed to send it to leads (see below).
• Watch the index status label to confirm the AI has read the file.
• Rename a file, and fill in What's in this file? and When should Gene send it?, from its Details. They save as you type, with a Saving... / Saved marker by each label. A file cannot lose its name: an empty name box reads "A file needs a name. Closing keeps the last one."
• Delete files. Deleted files are recoverable for 90 days, and every delete is audit-logged.

Choose which files the AI can send#

Each file tile has a coloured border:

To change it:

• Use the file's three-dots menu or its Details.
• Or select several files and use Gene can send or Internal at the top right.

The filter at the top right shows only the files Gene can send, or only the internal ones.

Note

Sensitive documents (passports, signed contracts, title deeds) are never auto-shared by the AI, whatever the per-file setting says.

New files arrive filled in#

When you add a file, Gene reads it in the background (usually within a minute) and fills in what it can. The Details popup shows "Gene is reading this file" until it is done, and the fields fill in by themselves:

• Linked properties: set when the file name (or what is inside the file) names one of your properties, or when the workspace has only one property. When a listing feed stores each unit of a project as its own property under the same name, the file is linked to all of them.
• Allow Gene to send this to leads: turned on for brochures, floor plans and site maps, and for photos added through a listing's Images grid or a unit's Photos & videos (see Photos). Everything else (reports, price lists, contracts, photos uploaded here) stays internal until you turn it on, and so does any file Gene judges internal or sensitive.
• What's in this file?: Gene's own description of the file.
• When should Gene send it?: a suggestion for brochures, floor plans, site maps, price lists and videos.

Gene never overwrites something you have typed or a switch you have set. Change any of them as usual.

Files from your GoHighLevel media library#

If the agent's files already sit in GoHighLevel ("Files and Media"), there is no need to download and upload them again. They come across with the migration in Settings > Transfer: once the scan has read your account, every file in the media library is copied into Files and Gene reads it like any upload. Contacts are not needed for this, and nothing is copied twice, so scanning again only adds files that are new since.

A connection made before 29 September 2026, or one that has expired, has to be made again once before its files can be read; the Transfer page says so. A file that cannot be copied (too large, for example) is added as a link to its GoHighLevel address. See Transfer from another CRM.

How a file reaches a lead#

The AI sends the file itself whenever the channel can carry it, so the lead gets a real attachment with a short message alongside it. Every channel can deliver a file one way or another: the file itself on WhatsApp, Messenger, Telegram, SMS and email, and a link to it on Instagram. A file request is never a reason for the AI to hand the lead over.

When a project has no brochure of its own#

When a lead asks for a brochure, the AI sends it in the same reply. If the project they asked about has no brochure linked to it, the AI sends your best general overview brochure straight away (one covering several of your properties, in the lead's language when you have a choice) and says in the same message that it is the general overview, not one just for that project. It does not ask first, and it never sends another project's brochure in its place.

Only when there is no general overview either does the AI say so and offer what the project does have, such as floor plans, photos or a call. To give it something to send, upload a portfolio or company brochure to Files and leave Allow Gene to send this to leads on.

When the AI shares a file, it describes it only by what is in the file, going by its name and the summary Gene reads from it. A "15 prime properties" brochure is introduced as 15 properties. Your live inventory figures (how many units you have, the price range, the unit types) can go in the same message as what you currently have available, but the AI never presents them as the brochure's content.

When it sends a link instead#

A link is the fallback. It is used when:

• The channel cannot attach that file (Instagram takes photos and video but no documents, so a PDF goes as a link).
• The file is over the channel's size limit.
• A second file has to follow a first one on WhatsApp.
• The file is a Google Drive link rather than an upload.

A link always arrives inside a sentence naming the file, never on its own.

Each file once per conversation#

The AI sends a file to a lead once. If the conversation already got it, the AI refers to the file it shared instead of sending it again, however long ago that was.

• It sends the file again only when the lead asks for it again in a new message ("can you send the brochure again?").
• If the lead says they cannot open it, the AI pastes the file's link in its reply.
• A different file is never held back by this. The same holds in a Test your agent practice chat.

Email fallback#

When the email fallback is enabled for your account, email sits between those two. A file the chat cannot carry, because it is too large or because the channel takes no documents, is emailed to the lead as a real attachment. The AI tells them in the chat which address it went to.

This needs both:

• An email address on the contact.
• An email sender set up for your account (a connected Gmail or a verified sending domain).

Without either, the link behaviour above is unchanged.

• A lead can also simply ask for a file by email at any time. That works whether or not the fallback is on.
• Otherwise a file stays on the channel the lead is writing on. The AI emails it only when the lead asked for email in one of their last few messages, when the chat cannot carry the file (too large, or a document on Instagram), or when the last message sent on that channel failed. A lead on WhatsApp who asks "can I see the layouts?" gets the floor plans in WhatsApp, not in their inbox.
• Email is only ever a backup on a chat channel. Whenever a file goes by email, for any of those reasons, the lead also gets its link in the chat with the AI's message, so the file never sits only in their inbox. A conversation that is itself on email just gets the email.
• The email says why it came by email. It opens with "As requested" only when the lead asked for it; otherwise it says the file was too large for the chat, that the channel takes no documents, or that the last message there did not go through. The conversation records each switch to email and its reason on the message.
• Leads who have asked not to be emailed are never emailed; they get the link.

Google Drive, Docs and Sheets links#

Google Drive, Docs and Sheets links work as files. Gene converts the share link to its download or export form and checks that it really returns a file.

If the Drive item is restricted (Google answers with a sign-in page) or it is a folder:

• The lead gets the link with an explanation instead.
• The reason is recorded on the conversation, so your team can make the file public and try again.

Tip

Set Drive sharing to "Anyone with the link" before adding a Drive file. Otherwise it can only ever be sent as a link.

Tips#

• When branded file links are enabled for your account, files the AI shares go out as short branded links on your own domain instead of raw storage URLs.

The Brand folder#

Logos you upload anywhere in Gene App (a QR code's logomark, the company logo in Settings, a WhatsApp profile photo) are saved here too, in a folder called Brand, so the next place that asks for a logo can pick it instead of asking for the file again. They are plain images: Gene does not read them into its knowledge.