Visitors can upload files (screenshots, PDFs, spreadsheets, etc.) directly in the chat widget. The AI sees the filename and type in its context, and your agents see the file as a downloadable attachment on the message in the inbox.
How to get there: Nothing to enable — file uploads are on by default in the chat widget. Visitors click the paperclip icon inside the message input.
Visitors can send attachments through the chat widget, email, WhatsApp, and SMS. Agents can also send attachments outbound as part of a live chat reply. Files are stored on S3 and appear on the message in the Inbox thread regardless of which channel they came in through, so an agent handling a WhatsApp thread sees attachments the same way as one working a widget thread.
Inside the widget, next to where they type a message, visitors see a paperclip icon. Clicking it opens their file picker. They can:
Attached files appear as chips above the input before sending. Visitors can remove a file by clicking the X on its chip.
| Category | Extensions |
|---|---|
| Images | .png, .jpg, .jpeg, .gif, .webp |
| Documents | .pdf, .doc, .docx, .txt |
| Spreadsheets | .xls, .xlsx, .csv |
| Archives | .zip |
Files outside this list are rejected client-side with an inline error.
If a visitor hits the rate limit, they see a "Too many uploads. Please wait a moment and try again." message. Uploaded files that stay attached to a sent message do not count against later uploads once the window expires.
When a visitor sends a message with attachments, the AI is told what files were attached (filename, size, MIME type) as a hint appended to their message. For example:
Can you help me with this? (the visitor also attached:
error-log.pdf— 240 KB,screenshot.png— 1.2 MB)
The AI does not read the contents of the file today. It uses the filenames and types to acknowledge the upload and route the request (e.g. "Thanks for the screenshot — an agent will take a look."). If you need OCR or PDF-content extraction on visitor uploads, that's on the roadmap but not shipped yet.
For files that need a human, escalate to live chat so an agent can open the file.
In the Inbox, attached files appear as chips underneath the visitor's message. Click a chip to download the file. Attachments are shown identically whether the visitor uploaded via widget, or an agent uploaded via the inbox reply bar.
inbox-attachments/inbound/.There is no per-chatbot toggle today. If you need to disable visitor uploads for a specific bot (e.g. for compliance reasons), let us know via support and we'll add a flag on our side.