# Attachments in conversations

Send permitted files in a conversation and see upload progress or failure before continuing.

*Release 3.3 · operator, visitor*

**Conversation message box › attachment control** · **Settings › General Settings › File Library** · **Settings › General Settings › Attachments** · **Settings › Chat › Chat Pane**

## What it is

Attachments let you share files during a conversation. INSIDE checks the file type and size before uploading, and shows upload progress or an error.

## Who uses it and why

Operators send documents and images to help visitors. Visitors can upload supporting files when attachments are enabled for their chat experience.

## Where to find it

Use the attachment control beside the conversation message box. Operators can also paste or drag files into the composer, or choose a file from **File Library**.

Powerfront manages file type rules under **Settings › General Settings › Attachments**. Operators with the **Settings** role can change the separate visitor and operator attachment switches in the legacy **Chat Pane** settings.

## How it works

1. Select, paste or drop a file into the supported composer.
2. INSIDE checks its file extension and size. A workflow file question can narrow the permitted extensions further.
3. Follow the upload progress. Use the cancellation control if you need to stop the upload.
4. Check that the file has finished uploading before completing your message or ticket.

An upload failure appears in the conversation or composer. Choose the file again after correcting the reported problem.

## Configure it

Ask an operator with the **Settings** role to enable the appropriate attachment option, and ask Powerfront to permit the required file types. In **Attachments**, rules identify an extension and file category, allow it for **Chat** or **Email**, and can set **Operator Upload Only** or **Potential Unsafe File Type**. Powerfront can change these rules for you.

Ask Powerfront to check the sending account's file and total message limits. Operators with the **Settings** role can change image dimension settings, which control resizing and previews, separately from the upload byte limit.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat | Settings › General Settings › Attachments | website | Off for a new attachment rule | Powerfront, on request | Allows this extension in chat according to the attachment rule. |
| Email | Settings › General Settings › Attachments | website | Off for a new attachment rule | Powerfront, on request | Allows this extension in email according to the attachment rule. |
| Potential Unsafe File Type | Settings › General Settings › Attachments | website | Off for a new attachment rule | Powerfront, on request | Marks the type for an unsafe-file warning. |
| Operator Upload Only | Settings › General Settings › Attachments | website | Off for a new attachment rule | Powerfront, on request | Restricts the configured type to operator uploads. |
| Attach File | Settings › Chat › Themes › Chat Pane › Settings | website | Off | Settings role | Shows the file attachment entry in the visitor theme's menu. |
| Attach File - Custom Icon | Settings › Chat › Themes › Icons | website | Not set | Settings role | Replaces the theme's attachment icon. |
| Enable visitor attachments | Settings › Chat › Chat Pane | website | Off | Settings role | Allows visitors to upload attachments in chat. |
| Enable Operator attachments | Settings › Chat › Chat Pane | website | On | Settings role | Allows operator attachment uploads, including drag and paste in the composer. |
| Attachment Thumb Size (pixels) | Settings › General Settings › Website | website | 270 pixels | Settings role | Sets the maximum dimensions of attachment preview thumbnails. |
| Attachment Max Size (pixels) | Settings › General Settings › Website | website | 2000 pixels | Settings role | Sets the dimensions to which larger uploaded images are scaled. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Description | Settings › General Settings › Attachments | Yes | Describes the configured attachment type. |
| File Extension | Settings › General Settings › Attachments | Yes | Sets the extension accepted by the rule; the editor requires a leading dot and allows up to 12 characters. |
| File Type | Settings › General Settings › Attachments | Yes | Groups the extension as an image, document, video, audio, archive or another supported file category. |

## Limits and good to know

- Visitor chat uploads must be smaller than 25 MB, measured as 26,214,400 bytes. A file exactly that size is rejected.
- The general operator upload controls accept files up to 25 MB. The Apple Messages control accepts up to 100 MB, measured as 104,857,600 bytes.
- Email has additional per-file and total message checks, including files already attached or still uploading.
- A permitted extension does not guarantee that every messaging provider will accept the file.
- Upload cancellation and message delivery are separate. Check the final message status after sending.

## Depends on and works with

### This feature uses

- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings control attachment thumbnail and image resizing dimensions.
- **Configured in** [Attachment file types and virus scanning](ADM-018.md): Attachment type rules determine which files are allowed or blocked.
- **Configured in** [Email send cancellation and delivery failures](CHN-031.md): Email uploads also follow the email account's attachment and total mail limits.
- **Configured in** [Virtual Assistant task data fields](ENG-012.md): A workflow file question can further restrict accepted file extensions.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The visitor theme controls attachment availability.
- **Works better with** [File library](ADM-017.md): Operators can select existing files from the File Library.
- **Related** [File attachments for visitors](VX-021.md): The visitor attachment guide explains uploading and viewing files from the visitor's side.

### Used by

- **Enhances** [Operator replies and comments](CON-015.md): Attachment controls add supported files and images.
- **Enhances** [History and message inspection](CON-016.md): Attachments can be previewed or downloaded subject to the available safety controls.
- **Enhances** [Mobile console](CON-033.md): Supported conversations can use attachment controls.
- **Enhances** [Messages and rich content](CHAT-002.md): Attachments add uploaded images, audio, video and files.
- **Enhances** [Internal comments](CHAT-014.md): Supported internal comment attachments use the attachment workflow.
- **Enhances** [Drafts](CHAT-017.md): Drafts can retain references to attached files.
- **Enhances** [Transcripts by email and print](CHAT-025.md): Available uploaded files can be included in the email.
- **Enhances** [Team chat](CHAT-027.md): The Team Chat composer supports attachment selection, paste and drag and drop.
- **Enhances** [Virtual Try-On with customer photos](AI-035.md): Conversation attachments can supply the visitor photo and deliver the generated image.
- **Enhances** [Images and attachments for AI agents](AI-039.md): Conversation attachments supply uploaded visitor images for AI analysis.
- **Enhances** [WhatsApp media and replies](CHN-008.md): Attachment tools let operators send supported WhatsApp files.
- **Enhances** [Facebook Messenger channel setup](CHN-010.md): Messenger exchanges supported attachments.
- **Enhances** [Instagram messages and story replies](CHN-012.md): Supported media appears in the conversation.
- **Enhances** [LINE messaging channel setup](CHN-013.md): Supported media is exchanged in the conversation.
- **Enhances** [WeChat messaging channel setup](CHN-014.md): Supported incoming and outgoing media appears in the conversation.
- **Enhances** [KakaoTalk messaging conversations](CHN-015.md): Supported incoming media and outgoing images appear in conversations.
- **Enhances** [Viber messaging channel setup](CHN-016.md): Supported media can be exchanged in the conversation.
- **Enhances** [Apple Messages conversations](CHN-018.md): Supported files and media can be exchanged in the conversation.
- **Enhances** [Legacy Twitter direct messages](CHN-021.md): Supported images and video can be exchanged in direct messages.
- **Enhances** [SMS number and channel setup](CHN-022.md): Supported attachments can arrive as media or be sent through MMS or download links.
- **Enhances** [Incoming email and ticket replies](CHN-025.md): Imported email attachments are available with the message.
- **Enhances** [Email ticket handling and statuses](CHN-026.md): Operators can attach files to a ticket message.
- **Enhances** [Email replies and support conversations](CHN-027.md): Selected files can accompany replies and forwarded content.
- **Enhances** [Email send cancellation and delivery failures](CHN-031.md): Attachments add files whose sizes affect whether an email can be sent.
- **Enhances** [Personal data export](SEC-014.md): The workbook includes attachment names and content types for included messages.
- **Enhances** [Customer data deletion and recovery](SEC-019.md): Individual attachments can be masked and later recovered.
- **Enhances** [Permanent deletion of retained customer data](SEC-020.md): Cleanup can remove retained attachments and image thumbnails identified by the deleted item.
- **Enhances** [Personal data retention and automatic deletion](SEC-021.md): Retention of selected conversations can include their associated attachments.
- **Related** [File library](ADM-017.md): Operators can attach reusable library files through the conversation attachment controls.
- **Related** [Attachment file types and virus scanning](ADM-018.md): Review conversation attachment controls when diagnosing uploads rejected by file-type or channel policy.
- **Licence for** [File attachments for visitors](VX-021.md): Powerfront must enable visitor attachments before visitors can upload files.

## FAQ and troubleshooting

### Why is the attachment control missing?

Check the visitor theme's **Attach File** option and the separate visitor and operator attachment switches. An operator with the **Settings** role can check these settings.

### Why is a small file rejected?

Its extension may be blocked, a workflow question may accept fewer types, or an email may already have reached its total attachment budget.

### Why does a visitor's 25 MB file fail when an operator can upload it?

The visitor check requires the file to be strictly smaller than 25 MB. The general operator check rejects files greater than that limit.