Attachments in Live Chat Widgets

Modified on Fri, 17 Oct at 5:32 AM
Summary of the release
You can now share files inside Live Chat
. Drop in an image
 or a PDF
, write a message and hit send, no more asking customers to email screenshots. It’s simple, quick and works great on desktop and mobile. 
What’s New
1. Where it works
: Live Chat type (the web chat on your site). There are no changes to the builder configurations.
What you can send:
 Images
 with extensions - .jpg, .jpeg, .png, .heic
 and PDF docs
 with .pdf
 extension.
How many
: Up to 5 files per message
 and each file size < 20MB
.
How it looks
:
JPG/PNG
 show a small picture preview right in the chat.
HEIC/PDF
 show the file name with a download option.
Desktop & mobile: Drag files in from your file explorer
 on desktop or pick from Camera/Gallery
 on mobile.
Built‑in checks: Clear messages if a file is too big, not supported or you try to add the same file twice
 in one message.
How to Use
Visitors/end users
 can click the paperclip
 in the chat (or drag files from your file explorer).
Pick up to five supported files.
Type a short message
 (required), then Send
.
In your Conversations
 inbox, click images to preview or download; HEIC/PDF will download.
Tip
: If nothing happens when you drag a file, make sure you’re dragging from your computer’s file explorer and not from another app/window.
Conversation AI (optional)
Want the bot to respond to images 
customers send?
Go to Account view > Settings > Labs > account tab
 and enable Respond to images
.
Open your AI Agent
 and toggle Allow this bot to respond to images
.
Note
: For now, the bot responds to images only
(not PDFs).
What’s Next
Agents sending files
 from the Conversations inbox (in progress)
More file types and extra safety checks
Notes
Filenames with unusual characters (e.g., repeated spaces, +, <, >)
 may be blocked to be uploaded.