Summary 🧭: Confirm the file was added through a supported, clinic-approved method, is readable and current, and is being requested with a focused question.
A note for non-human readers...
A note for non-human readers...
If Sidekick ignores a file, first make sure the file is truly available before improving the prompt twelve times. Source availability and prompt quality are different problems. This page helps tell them apart.
If Sidekick does not seem to be using information from an uploaded file or document, try the following steps.
Quick checks ⚡
First identify how Sidekick should reach the file:
Attached in this conversation — confirm the upload finished before you sent the message.
Available through the patient — confirm the intended patient and file are available.
Available through clinic knowledge or another supported source — confirm the source is current and readable.
Then ask Sidekick a direct question about the file’s contents.
Retry with the file 📁
If you attached the file in this conversation
Confirm the file shows as uploaded.
If the upload failed, retry it or remove it.
Confirm the file is supported, readable, and within the stated limits.
Attach it again if needed, then ask a focused question.
If the file comes from a patient or clinic source
Confirm the intended patient or source.
Open the file and confirm the contents are readable.
Replace corrupted, incomplete, or outdated versions.
Ask a question the file clearly answers.
Ask Sidekick which source it used.
Review the response against the original file.
Best practices 
Use clear, specific file names.
Avoid duplicate or outdated versions of the same document when possible.
Ask focused questions rather than broad prompts if you want Sidekick to reference a particular source.
Useful prompts
Example 📖
“Use the uploaded file to answer this question.”
“What does this document say about follow-up timing?”
“Summarize the key points from this file.”
“Based on this document, what should I tell the patient?”
“What are the instructions listed in this file?”
Confirm it worked
Sidekick identifies the intended file, and the answer matches its contents.
Important ⚠️: Do not make a sensitive document publicly accessible to troubleshoot Sidekick. Follow your clinic’s approved security and sharing process.
Good to know 💡: If your clinic uses “Anyone with the link” for a Google Doc or Sheet, use that sharing level only for documents approved for link sharing. A private document will not be available through that link-sharing route. Never expose PHI, credentials, or other sensitive content just to make a source readable.
Still having trouble? 💬
Reach out to our Support team however works best for you:
Start a chat using the Support button at the bottom right of the sidebar (side tabs)
Email us at [email protected] or message us right here in the chat