Configuring Videos for Marketing Agent Conversations

Your Marketing Agent can share videos with visitors during conversations — product demos, customer testimonials, explainer videos, and more. When configured, the agent presents relevant videos at the right moment to enrich the conversation and drive engagement.

This guide explains how to set up and manage video content for your agent.

Prerequisites

• Access to app.docketai.com

• At least one agent created

• Videos uploaded to your Docket Knowledge Sources in a supported format

• A privacy review confirming that every video is safe for visitor conversations

How Videos Work

When videos are enabled, the Marketing Agent can share video content during conversations. The agent selects and presents relevant videos based on the visitor's questions and the conversation context — it does not play videos randomly or unprompted without relevance.

Videos play directly within the conversation interface, so visitors do not need to leave the chat to watch them.

Setting Up Videos

Step 1: Upload Videos to Knowledge Sources

1. Go to your Docket account's Knowledge Sources settings.

2. Upload a supported video file directly, or sync it through an available content integration. The current upload flow supports .mp4, .webm, .ogv, .mov, .qt, .mkv, .mpeg, and .mpg up to 1 GB.

3. Review the source's privacy label and content. Use External for visitor-approved material.

Important: Internal items can appear in the video picker. Picker visibility does not mean the content is approved for visitor use.

Step 2: Enable Videos for Your Agent

1. Navigate to Marketing Agent Configuration in the left sidebar.

2. Select the agent you want to configure.

3. Click the Knowledge tab.

4. Find the Videos section.

5. Toggle the switch on (top-right of the Videos section).

Step 3: Add Videos to the Agent

1. Use the search bar labeled "Search videos to add into the content repository" to find your uploaded videos.

2. The results table shows:

3. Click the Add Video button next to each video you want the agent to use.

The selected videos are now available for the agent to share during conversations.

Managing Videos

Removing a video

To remove a video from the agent, locate it in the added videos list and click the remove action. The agent will immediately stop sharing that video in future conversations.

Disabling videos entirely

Toggle the Videos switch off to disable all video sharing for this agent. Your video selections are preserved — toggle it back on to restore them.

Choosing Which Videos to Add

Choose videos that answer common visitor questions or help move a qualified visitor to the next step. A small, curated set is easier for the agent to use than a broad video library.

Good video candidates include:

• Short product demos for product-page agents.

• Customer proof or testimonial videos for consideration-stage visitors.

• Explainer videos for complex workflows.

• Use-case walkthroughs for campaign or industry-specific agents.

Avoid long webinars, outdated videos, internal training clips, or videos that require context the visitor will not have.

How the Agent Uses Videos

During a conversation, the agent:

1. Listens to the visitor's questions and interests.

2. Identifies when a video would enhance the response.

3. Presents the video within the conversation interface.

4. Continues the conversation while or after the visitor watches.

Videos work in both Voice & Text and Text Only modes. The video plays within the widget in both cases.

Verify Videos in Preview

1. Confirm the Videos switch is on and the intended video appears in the selected list.

2. Ask a Preview question that directly matches the video's topic.

3. Confirm the correct video is offered and can be opened in the conversation experience.

4. Ask an unrelated question and confirm the video is not shown without a relevant reason.

The setup is ready when the expected video appears for a relevant question, opens successfully, and remains absent for an unrelated question.

Best Practices

• Keep videos concise. Use content that fits a conversational visitor journey rather than long-form internal recordings.

• Focus on high-impact content. Product demos, customer testimonials, and feature highlights are the most effective video types for conversion.

• Use descriptive titles. The agent uses the video title and metadata to decide when to share it. Clear, descriptive titles help the agent make better decisions.

• Limit the number of videos. A curated, relevant set is easier to validate than a large library.

• Match videos to the agent's purpose. A pricing page agent should have ROI and customer success videos. A product page agent should have demo and feature walkthrough videos.

• Test with Preview. Use the Preview button to verify the agent shares the right videos at the right moments. Ask questions that should trigger video sharing.

Slides vs Videos — When to Use Each

You can enable both slides and videos for the same agent. The agent will choose the most appropriate format based on the conversation context.

Troubleshooting

Related Articles

• Internal vs External Knowledge Sources

• Uploading Files to Knowledge Sources

• Selecting Knowledge Sources for an Agent

• Configuring Slides for Marketing Agent Conversations