Configuring Videos for Marketing Agent Conversations
Last updated: September 29, 2026
Your Marketing Agent can share a video mid-conversation, so a visitor who asks what the product actually looks like can watch a short demo without leaving the chat.
This guide shows you how to add videos to an agent, control when they appear, and confirm the right one plays.
What do I need before I add videos?
- Access to app.docketai.com.
- An agent to configure.
- A video already in Docket Knowledge Sources, in a supported format. See Uploading Files to Knowledge Sources.
- A quick check that the video is right for visitors, since it is shown to people on your website.
Which video formats and sizes does Docket accept?
The upload window accepts .mp4, .webm, .ogv, .mov, .qt, .mkv, .mpeg, and .mpg. Videos can be up to 1 GB, and documents up to 150 MB.
How does the agent decide when to share a video?
The agent reads the conversation and shares a video when one is relevant to what the visitor asked. The video plays inside the conversation, so the visitor stays in the chat, and the agent keeps talking while or after they watch.
Videos work in both Voice & Text and Text Only modes.
How do I add a video to my agent?
Videos live on the agent's Knowledge tab, alongside knowledge sources and slides.
- Open Marketing Agent Configuration and select your agent.
- Open the Knowledge tab.
- Open the Videos section using the chevron on the left of the row.
- Use Search videos to add into the content repository to find your video. The list shows Videos, Source, and Last Updated for each file.
- Click Add Video next to each video you want the agent to use.
- Turn the Videos switch on, at the right of the Videos row, so the agent can share the videos you added.
You can add videos while the switch is off. The switch controls whether the agent shares them, not whether you can build the list.
Which videos are worth adding?
Add videos that answer a question a visitor actually asks, or that move an interested visitor to the next step. A short, curated set is easier for the agent to choose from than a large library.
- Short product demos for product-page agents.
- Customer stories for visitors weighing options.
- Explainers for workflows that are hard to describe in text.
- Use-case walkthroughs for campaign or industry agents.
Give videos clear, descriptive titles. The agent uses the title and metadata to judge when a video fits, so a vague title makes that judgement harder. Long webinars and internal recordings usually need context a website visitor will not have.
How do I remove a video or turn videos off?
To remove one video, find it in the Videos list and use the action menu at the end of its row. The agent stops sharing it in new conversations.
To stop all videos for this agent, turn the Videos switch off. Your selections stay as they are, so turning the switch back on restores them.
How do I check that videos are working?
Test the agent before visitors see it. The Preview button sits in the agent header on active agents.
- Confirm the Videos switch is on and your video appears in the list.
- Open Preview and ask a question the video clearly answers.
- Confirm the right video is offered and plays in the conversation.
- Ask an unrelated question and confirm no video appears.
Should I use slides or videos?
Use both when they suit different questions. You can enable slides and videos on the same agent, and the agent picks whichever fits the moment.
Slides | Videos | |
|---|---|---|
Best for | Data-heavy content, product features, architecture diagrams, pricing comparisons | Product demos, customer stories, explainers, use-case walkthroughs |
How it appears | The agent presents individual slides with narration or a text description | The video plays in the conversation and the visitor controls playback |
File types | PDF or PPTX | MP4, WebM, OGV, MOV, QT, MKV, MPEG, or MPG |
Frequently asked questions about Docket videos
Does the Internal or External setting control which videos my agent can share?
No. For Marketing Agents, the Sharing setting on a file makes no difference to videos. Internal videos appear in the Videos list and can be added and shared exactly like External ones. Sharing governs whether a file can be shared outside your organization through a shareable link, so set it on its own merits rather than to fix video behavior.
My video is not in the Videos list. What should I check?
Check that the file is in Knowledge Sources, that its ingestion has finished, and that it uses a supported video format. Changing Sharing to External will not bring a video into the list.
Do I have to turn the Videos switch on before I add videos?
No. The Videos list is fully usable with the switch off, so you can build the list first and switch it on when you are ready.
Does adding a video also add it to the agent's knowledge?
No, these are separate. Videos decides what the agent can play. Knowledge Base, behind Customize Sources, decides what the agent can answer from. See Selecting Knowledge Sources for an Agent.
I replaced the video. Will the agent use the new version?
A video synced from an integration such as Google Drive or SharePoint updates when that source syncs. A video you uploaded directly needs the new version uploaded to Knowledge Sources.
Can I use both slides and videos on the same agent?
Yes. Turn both switches on and add content to each. The agent chooses the format that fits the conversation. See Configuring Slides for Marketing Agent Conversations.