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Conversations

How to send files, images and videos in a conversation

In the conversation, click the attachment icon (paperclip) or the three dots › Attach Files, choose to upload from your computer or pick from the media library, and send. You can also paste an image with Ctrl + V. Files too large for the channel go out as a link.

Updated on

Before you start

  • You need access to Conversations.
  • Have the file on your computer or already uploaded to Media Storage.
  • By email, direct attachments go up to 20 MB; above that, the file is sent as a link. By SMS the limits are much lower (see the article on SMS/MMS attachments).
Where to find it

Conversations › contact's conversation › composer › attachment icon (or … › Attach Files)

Step by step

Attach a file

  1. Open Conversations and click the contact's conversation (or start a new message).
  2. Pick the channel (SMS, email, WhatsApp…).
  3. In the composer, click the attachment icon (paperclip). On some screens it's under the three dots (…) › Attach Files.
  4. Choose the source:
    • Upload from System: select the image, PDF or video from your computer.
    • Choose from Media Library: reuse a file you uploaded before without uploading it again.
  5. The file appears attached to the message. Add text if you like and click Send.

Paste straight into the message

  1. Copy the image or file on your computer (for example, a screenshot).
  2. Click inside the conversation composer.
  3. Press Ctrl + V (Windows) or Cmd + V (Mac). The file is attached automatically, under the same type and size rules.

What happens with large files

  1. By email, an attachment over 20 MB is saved automatically to Media Storage and the message carries a link to open it.
  2. By SMS, any file that can't go out directly as MMS (because of size, type or carrier) is also sent as a link.
  3. The customer clicks the link to open or download the file; no account needed.

Tips

  • Everything you attach is stored in Media Storage. For files you send all the time (price list, directions, instructions), upload them once and always pick them from the library.
  • A video uploaded through the media library gets an animated preview in email, which invites more clicks.
  • Over SMS, stick to small images (JPEG or PNG) and let videos and PDFs go as links.

Common problems

  • The attachment doesn't show up after pasting → The format may not be supported or the file is too large. Use the attachment icon and pick the file manually.
  • The customer got a link instead of the file → That's expected when the file exceeds the channel's limit. The link opens the file stored in your library.
  • I can't attach in an internal comment → Internal comments are text only. Attach the file in a message to the customer or in internal chat.
  • The image failed over SMS → The file is too big for the carrier or the number doesn't support MMS. Shrink the image or send it as a link.

Frequently asked questions

What file types can I send?

Images, documents, PDFs and videos. What changes between channels is the maximum size and how it's delivered (direct attachment or link).

Where are the files I already sent?

In Media Storage. You can reuse them in any conversation by choosing from Media Library.

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