# Attachment file types and virus scanning

Control attachment extensions, upload scanning and approval of reusable video media for your website.

*Release 3.3 · admin, supervisor*

**Settings › General Settings › Attachments** · **Settings › General Settings › Admin › Security** · **Video Approvals**

## What it is

**Attachments** defines which file extensions your website accepts and where they can be used. Separate controls govern antivirus scanning. Reusable video approval is a further workflow and does not mean every document or image needs approval.

## Who uses it and why

Administrators ask Powerfront to change allowed file types. Supervisors use the policy to understand why an operator or visitor cannot upload a particular file. Eligible video reviewers approve or reject reusable videos and manage their availability.

## Where to find it

Powerfront manages **Settings › General Settings › Attachments** and the scanning controls under **Settings › General Settings › Admin › Security**. Ask Powerfront to change permitted file types or scanning settings for you.

Reusable-media review opens the **Video Approvals** window. It is available when the website's video capability is enabled and your account has the required **Video Feed** permissions.

## How it works

INSIDE checks an upload's filename against the website's permitted file types. Each entry has separate **Chat**, **Email** and **Operator Upload Only** choices. **Chat** covers live chat and supported social or text channels. **Potential Unsafe File Type** marks types that need a warning before an operator downloads them.

Where a scanner is configured, the upload service scans file content and any supplied thumbnail unless the filename matches an exclusion. With **Antivirus** set to **None**, that service does not scan uploads. An unsafe-file warning and an antivirus scan are separate checks.

In **Video Approvals**, **Awaiting Approval** and **Rejected** tabs separate videos needing attention from other media. Status labels include **Draft**, **Processing**, **In Review**, **Public**, **Rejected**, **Archived**, **Offline** and **Private**.

Select **Approve** or **Reject** while reviewing a video. Rejection requires **Reason for Rejecting**, which is shown as a comment on the rejected item. Depending on the video and current tab, further actions include **Make Public**, **Make Private**, **Take Offline** and **Re-request Approval**. **Video History** shows recorded status changes.

## Configure it

1. Ask Powerfront to add or edit a file type in **Attachments**.
2. Provide **Description** and **File Extension**, and specify **File Type**.
3. Ask Powerfront to set the channel and operator restrictions and, if appropriate, **Potential Unsafe File Type**.
4. Powerfront selects **Save**.
5. Ask Powerfront to review **Antivirus** and **Antivirus Scan File Exclusions** separately.

Powerfront support can change image resizing and thumbnail-processing settings for you. These are separate from the extension catalogue and channel permissions.

For reviewers, grant the **Video Feed** role and **Manage Company Video Feed** permission. **Auto Approve Private Videos** allows eligible private videos to bypass manual review once processing is ready and they are submitted for approval.

Powerfront can search the attachment list, filter by channel or operator-only status, and delete individual or selected entries after confirmation.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat | Settings › General Settings › Attachments | website | Off for a new entry | Powerfront, on request | Allows this extension in chat. |
| Email | Settings › General Settings › Attachments | website | Off for a new entry | Powerfront, on request | Allows this extension in email. |
| Operator Upload Only | Settings › General Settings › Attachments | website | Off for a new entry | Powerfront, on request | Restricts uploads of this extension to operators in the applicable channel. |
| Potential Unsafe File Type | Settings › General Settings › Attachments › Add New File Type | website | Off for a new entry | Powerfront, on request | Marks the extension for an unsafe-file warning. |
| Antivirus | Settings › General Settings › Admin › Security | website | None when not configured | Powerfront, on request | Selects the scanner used by the website's file-upload service. |
| Antivirus Scan File Exclusions | Settings › General Settings › Admin › Security | website | Not set: no filenames excluded from scanning | Powerfront, on request | Exempts matching filenames from antivirus scanning. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Description | Settings › General Settings › Attachments › Add New File Type | Yes | Sets the attachment type description. |
| File Extension | Settings › General Settings › Attachments › Add New File Type | Yes | Identifies the filename extension governed by this entry. |
| File Type | Settings › General Settings › Attachments › Add New File Type | Yes | Chooses the display category for the attachment. |
| Reason for Rejecting | Video Approvals › Reject Video | Yes | Records the required explanation when a reviewer rejects a reusable video. |

### Permissions

| Permission | Lets you |
|---|---|
| Video Feed | Provides the video role used by reusable-video permissions. |
| Manage Company Video Feed | Allows eligible users to open Video Approvals and manage reusable-video status. |
| Auto Approve Private Videos | Allows eligible private videos to be approved automatically when submitted after processing. |

## Limits and good to know

- The file extension must include its leading dot and pass the editor's format check. The editor allows at most 12 characters.
- An extension already in the catalogue cannot be added again.
- Enabling an extension does not remove a channel provider's own attachment restrictions.
- Image resizing dimensions are separate from file-size limits.
- Scan exclusions bypass scanning. They do not grant additional channel permissions.
- Video deletion is blocked when the video belongs to a show. Remove that show association before trying again.

## Depends on and works with

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): The restricted Admin screen contains the website scanning controls.
- **Configured in** [Roles and permissions](ADM-008.md): Video Feed permissions control media review and eligible automatic approval.
- **Related** [File library](ADM-017.md): Library files must still satisfy attachment rules when selected for a conversation.
- **Related** [Attachments in conversations](CHAT-018.md): Review conversation attachment controls when diagnosing uploads rejected by file-type or channel policy.
- **Related** [Company Shows with prerecorded videos](RTC-029.md): Curated videos use the approval states and publication actions described by media approval.

### Used by

- **Configures** [Attachments in conversations](CHAT-018.md): Attachment type rules determine which files are allowed or blocked.
- **Configures** [File attachments for visitors](VX-021.md): Attachment rules decide which extensions visitors may upload.
- **Configures** [Virtual Assistant task data fields](ENG-012.md): Attachment policies also affect file answers.
- **Configures** [Virtual Assistant task validation and retries](ENG-028.md): Attachment file-type policy can reject a file submitted as a task answer.
- **Configures** [Images and attachments for AI agents](AI-039.md): Allowed attachment types affect which Team Chat uploads are accepted.
- **Configures** [Virtual Assistant tasks in messaging channels](CHN-004.md): Permitted attachment types also restrict files submitted as task answers.
- **Configures** [WhatsApp media and replies](CHN-008.md): Allowed attachment types affect incoming media acceptance.
- **Configures** [WeChat messaging channel setup](CHN-014.md): Allowed attachment types affect imported files.
- **Configures** [Email send cancellation and delivery failures](CHN-031.md): Attachment policy can reject unsupported file types before sending.
- **Configures** [File library](ADM-017.md): Attachment policy controls which file types can be uploaded or selected for a conversation.
- **Configures** [Content library](ADM-020.md): Associated uploads use the website file service and attachment rules.

## FAQ and troubleshooting

### Why can an operator upload a file that a visitor cannot?

Ask Powerfront to check **Operator Upload Only** for that extension, along with its **Chat** or **Email** setting.

### Are all uploads scanned automatically?

No. Scanning depends on **Antivirus** being configured and on the filename not matching a scan exclusion.

### Does an unsafe-file warning mean a virus was detected?

No. **Potential Unsafe File Type** is a warning flag for the extension. Antivirus scanning is a separate process.

### Does every file wait for media approval?

No. Approval states are used by specialised media workflows such as reusable videos. They are not a general approval queue for every attachment.

### Why can I not approve a video?

Check that video features are enabled for the website and that your account has **Video Feed** and **Manage Company Video Feed** access. The available actions also depend on the video's current status and tab.