File attachments
You can allow end-users to securely send files (images, documents, audio, video) directly inside the chat widget, and your live human agents can do the exact same when replying from the conversations dashboard.
This is incredibly useful for advanced support flows that involve visual screenshots, invoices/receipts, ID checks, voice messages, or any other media exchange.
[!WARNING] File attachments are only available during a live chat session with a human agent. They are currently disabled while the AI is autonomously handling the conversation.
How to enable file attachments
Section titled “How to enable file attachments”- Open your workspace dashboard and go to your AI Agent.
- Open the widget designer (by clicking the brush icon under the Deploy section).
- Click Configure from the left sidebar menu.
- Toggle on the File attachments option.
- Use the checkboxes to exactly choose which file types you want to allow.
- Click Save to instantly update the live widget.
Allowed file types
Section titled “Allowed file types”Once attachments are enabled, you can cherry-pick which categories of files end-users are allowed to send:
- Images — JPEG, PNG, WebP, GIF, AVIF.
- Documents — PDF, Word, Excel, PowerPoint, plain text and CSV.
- Audio — MP3, M4A, AAC, WAV, OGG, WebM.
- Video — MP4, MOV, WebM, OGG.
Disabling a category entirely hides those file types from the file picker on the widget. Any files that don’t strictly match an enabled category are safely rejected before they’re even uploaded.
Limits
Section titled “Limits”| Limit | Maximum Value |
|---|---|
| Max attachments per message | 3 files |
| Max image size | 2 MB |
| Max document size | 10 MB |
| Max audio size | 10 MB |
| Max video size | 10 MB |
If a user tries to attach more than 3 files in a single message, the extra files are instantly blocked with an inline error and are not uploaded. Files above the strict per-type size limit are also rejected up front.
How users send attachments
Section titled “How users send attachments”When attachments are globally enabled, end-users will see a small paperclip icon placed directly in the message input field. They can also seamlessly drag-and-drop files directly onto the chat window.
Each attached file appears as a visual chip above the input box with a preview (for images) or a filename and size (for documents/audio/video). The user can optionally type a text message to send along with the files, then click send.
Each attachment is delivered as its own individual message bubble in the conversation, similar to how WhatsApp or Crisp handles attachments.
How live agents send attachments
Section titled “How live agents send attachments”From the Conversations page in your dashboard, live agents can attach files the exact same way: using the paperclip icon in the composer, or by dragging-and-dropping files onto the conversation thread. The same strict per-message and per-type limits apply.
Attachments sent by agents appear as entirely separate message bubbles in the end-user’s live chat.
[!NOTE] Agents can also attach files when replying to WhatsApp and Instagram conversations, but the successfully supported file types are strictly restricted by Meta’s APIs. Instagram only accepts images, audio, and video (no documents). WhatsApp natively accepts all four categories but only highly specific file formats per category. The dashboard file picker automatically narrows down to precisely what each channel supports to prevent failed deliveries.