# File attachments for visitors

Send permitted files from the visitor chat pane and view files or media shared in a conversation.

*Release 3.3 · operator, visitor*

**Settings › Chat › Themes** · **Settings › Chat › General Settings** · **Settings › General Settings › Attachments**

## What it is

**Attach File** lets visitors share permitted files through chat. They can use a file picker or drag files into the pane. The conversation also displays files and supported media received from an operator.

## Who uses it and why

Visitors send images or documents needed to explain a request. Operators review those files and send supporting material back. A guided task can also request a file as an answer.

## Where to find it

Visitors choose **Attach File** from the chat menu or use the attachment button where shown. On supported desktop browsers, they can drag files into the pane.

A user with the **Settings** role controls the menu entry in **Settings › Chat › Themes**. Powerfront manages file-type rules in **Settings › General Settings › Attachments** and the upload-enabling controls in **Settings › Chat › General Settings**.

## How it works

1. Choose one or more files, or drag files from your computer into the pane.
2. INSIDE checks each file's extension and size. A task can impose an additional extension restriction.
3. Accepted files show an upload bubble with the name, size and progress. You can cancel an upload while it is in progress.
4. After the server accepts the file, the upload completes and the conversation or task receives it. A failure is shown in the upload bubble.

Received files appear according to their type. Supported images and media can have a preview or playback control; other files provide an opening or download action.

## Configure it

Ask Powerfront to enable visitor or operator attachments and configure the permitted file types. Some types can be restricted to operators.

A user with the **Settings** role can then enable **Attach File** in the visitor theme. If a task requests a file, check its own permitted extensions as well. Showing the menu entry alone does not enable website uploads.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Attach File | Settings › Chat › Themes › Icons | website | Off in the theme editor | Settings role | Show the attachment entry in the visitor chat menu. |
| Enable visitor attachments | Settings › Chat › General Settings | website | Off when not configured | Settings role | Enable visitor file uploads for the website. |
| Enable Operator attachments | Settings › Chat › General Settings | website | On when not configured | Settings role | Enable attachment uploads from operator conversations. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Configure the theme's Attach File menu entry. |

## Limits and good to know

- Each file in the current visitor uploader must be smaller than 25 MiB, or 26,214,400 bytes. A file exactly that size is rejected.
- The error refers to 25 MB. Keep files below the stated byte boundary to avoid the edge case.
- Files must pass both the website extension list and any additional task restriction.
- Selecting several files checks them individually; one rejected file does not make another file's upload successful or unsuccessful.
- Dragging selected text does not open the file drop area.
- Upload progress remains below completion until server success. A progress bar alone does not prove the file was sent.

## Depends on and works with

### This feature uses

- **Requires** [Visitor chat pane](VX-002.md): The visitor chat pane contains the attachment controls and upload progress.
- **Configured in** [Attachment file types and virus scanning](ADM-018.md): Attachment rules decide which extensions visitors may upload.
- **Configured in** [Virtual Assistant task data fields](ENG-012.md): Workflow file questions can further restrict allowed file extensions.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The active theme controls the attachment menu entry.
- **Works better with** [Chat tasks and topics for visitors](VX-017.md): A file upload can answer a guided task's file question.
- **Needs licence or module** [Attachments in conversations](CHAT-018.md): Powerfront must enable visitor attachments before visitors can upload files.

### Used by

- **Enhances** [Visitor messages and sending feedback](VX-006.md): Enabled attachment controls let visitors send files or media.
- **Enhances** [Email and print transcripts for visitors](VX-022.md): Available attachments can be included in transcript email.
- **Enhances** [Previous chat history for visitors](VX-033.md): Attachments and image previews form part of the message display.
- **Enhances** [Virtual Try-On with customer photos](AI-035.md): Supported visitor chat interfaces display the generated image attachment.
- **Enhances** [Images and attachments for AI agents](AI-039.md): Visitors can supply images through supported attachment controls.
- **Related** [Attachments in conversations](CHAT-018.md): The visitor attachment guide explains uploading and viewing files from the visitor's side.

## FAQ and troubleshooting

### Why is Attach File missing?

Ask a user with the **Settings** role to check the active theme. Powerfront must also enable visitor attachments for the website.

### Why is a file type rejected when an operator can send it?

The type may be restricted to operator uploads, or the current task may allow a narrower set of extensions. Ask Powerfront to check website file-type rules.

### Why is a file described as 25 MB rejected?

The uploader requires less than 26,214,400 bytes and rejects that exact boundary. Reduce the file size before retrying.

### What should I do after File upload failed?

Check the connection, file type and size, then select the file again. The failed bubble does not mean the other participant received it.