{"Status":true,"Message":"","Response":{"post":{"postuid":"469a349f-398b-452f-8f71-18e78ca48540","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Sending Files and Images in Chat","slug":"article/sending-files-and-images-in-chat","html":"\u003Cp\u003EVisitors and your team can share screenshots, photos and documents in a chat conversation. A screenshot of an error message is often the quickest way to explain a problem, so file sharing is on by default.\u003C/p\u003E\u003Ch2 id=\u0022sending_files_as_a_visitor\u0022\u003ESending files as a visitor\u003C/h2\u003E\u003Cp\u003EIn the messenger, visitors can add files in three ways:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EClick the \uD83D\uDCCE button next to the message box.\u003C/li\u003E\u003Cli\u003EPaste a screenshot into the message box.\u003C/li\u003E\u003Cli\u003EDrag and drop files onto the message box.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EEach file shows as a small chip above the message box until the message is sent, and can be removed before sending. A message can be just files, or files with text. See \u003Ca href=\u0022/article/what-visitors-see-in-the-chat-messenger\u0022\u003EWhat Visitors See in the Chat Messenger\u003C/a\u003E for the rest of the visitor experience.\u003C/p\u003E\u003Ch2 id=\u0022sending_files_from_the_inbox\u0022\u003ESending files from the inbox\u003C/h2\u003E\u003Cp\u003EIn the inbox, click \uD83D\uDCCE, paste a screenshot, or drop files on the reply box. Files go with your reply, or with an internal note. Your team can always send files, even when visitor uploads are turned off. See \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022how_files_appear\u0022\u003EHow files appear\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EImages\u003C/b\u003E appear in the conversation. Click one to see it full size.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EOther files\u003C/b\u003E appear as a download card showing the file name and size.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EThis works the same way for visitors in the messenger and for your team in the inbox.\u003C/p\u003E\u003Ch2 id=\u0022supported_files_and_limits\u0022\u003ESupported files and limits\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003E\u003C/th\u003E\u003Cth\u003EAllowed\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EImages\u003C/td\u003E\u003Ctd\u003EPNG, JPEG, GIF and WebP\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EFiles\u003C/td\u003E\u003Ctd\u003EPDF, TXT, CSV, LOG, Word, Excel, PowerPoint and ZIP\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESize\u003C/td\u003E\u003Ctd\u003EUp to 10 MB per file\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EPer message\u003C/td\u003E\u003Ctd\u003EUp to 5 files\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EVisitor uploads\u003C/td\u003E\u003Ctd\u003EUp to 30 an hour per visitor\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EWeb pages (HTML), SVG images and programs are refused.\u003C/p\u003E\u003Ch2 id=\u0022how_files_are_kept_private\u0022\u003EHow files are kept private\u003C/h2\u003E\u003Cp\u003EScreenshots and documents can contain personal information, so they\u0027re handled carefully:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003EFiles are stored in your account\u0027s private storage, never in a public location.\u003C/li\u003E\u003Cli\u003EFiles open only through links in the conversation. Each link lasts about a week, and new links are issued each time the conversation is opened. A link can\u0027t be changed to reach a different file.\u003C/li\u003E\u003Cli\u003EImages are checked by their actual content, not just their file name, before they\u0027re shown.\u003C/li\u003E\u003Cli\u003EEvery file other than an image downloads rather than opening in the browser, so nothing uploaded can run as a web page.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022what_the_ai_agent_does_with_files\u0022\u003EWhat the AI agent does with files\u003C/h2\u003E\u003Cp\u003EThe AI agent is told what was attached, for example \u003Ci\u003Eerror.png (image)\u003C/i\u003E, but it can\u0027t open or read files. If a file matters to the question, it asks the visitor to describe what it shows. Your team can open the file in the inbox at any time; see \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E. For more on how the AI answers, see \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022files_in_alerts_and_emails\u0022\u003EFiles in alerts and emails\u003C/h2\u003E\u003Cp\u003EAlerts, phone notifications and follow-up emails name the files that were sent. See \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022turning_visitor_uploads_off\u0022\u003ETurning visitor uploads off\u003C/h2\u003E\u003Col\u003E\u003Cli\u003EGo to \u003Cb\u003EInbox\u003C/b\u003E, then \u003Cb\u003EMessenger settings\u003C/b\u003E, then the \u003Cb\u003EInstall \u0026amp; security\u003C/b\u003E tab.\u003C/li\u003E\u003Cli\u003ESwitch off \u003Cb\u003ELet visitors send files and images\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003ESave settings\u003C/b\u003E.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EVisitors then can\u0027t attach files, and the \uD83D\uDCCE button no longer appears in the messenger. Your team can still send files from the inbox. For the rest of the tab, see \u003Ca href=\u0022/article/installing-the-chat-messenger-on-your-website\u0022\u003EInstalling the Chat Messenger on Your Website\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Enable easy file sharing in chat with screenshots, photos, and documents. Supports common file types up to 10MB with privacy and security features.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-10-04T19:14:09.273","date_updated":"2026-10-04T19:14:10.443","date_created":"2026-10-04T19:14:02.28"}}}