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Overview

Visitors can attach a file to a chat message, or paste a screenshot straight into the message box. Your team sees the files in the conversation and can reply with files of their own. The message box also has a small set of common emoji.

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What visitors can send

  • Images: PNG, JPEG, GIF and WebP. They show in the chat as pictures.
  • Documents: PDF, Word, Excel, PowerPoint, text and CSV. They show as a card with the file’s name, size and type.
Each file can be up to 10 MB, and a message can carry up to five. A message can be files alone, with no text. The widget explains straight away when a file is too big, empty, or a type it doesn’t take, before anything is uploaded. SVG, HTML and other files a browser could run are never accepted.

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In your inbox

A visitor’s files show in the conversation the way an email’s attachments do: pictures as thumbnails you can open full size, and other files as chips that open in a new tab. To reply with files, use the paperclip in the reply box, or paste a screenshot into it. Each file uploads as soon as you add it, and Send waits until they’re all up. A reply can be files alone.

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Turning files off

Files are on unless you turn them off, in Settings → Chat Widget → Settings → Features → File attachments. When it’s off, visitors get no paperclip and a pasted file is ignored. Your team can still reply with files. The live preview beside the setting shows the change.

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Emoji

The smiley in the message box opens a small set of common emoji. The arrow keys move through them, Enter picks one, and Esc closes the set. On a phone, the keyboard’s own emoji work as usual.

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Good to know

  • Your AI agent can’t open files. It sees which files a visitor attached and answers in its own words, and your team can open them in the inbox.
  • Files count toward your workspace’s storage. Files a visitor uploads but never sends are removed after a day.
  • Files are deleted along with their conversation.
  • Links to files are long and unguessable, and open without signing in, so they work from the visitor’s chat and in your inbox alike.