Chat Widget: Using File Attachments in Live Chat

A faster way to solve customer problems is now just a click away. Attachments in Live Chat Widgets let website visitors drop images or PDFs directly into the chat so your team gets the context it needs—no more chasing screenshots over email. * * * ## Frequently Asked Questions Q: Can agents send files back to visitors? Not yet. File upload from the Conversations inbox is planned for a future release. Q: What happens if a visitor attaches a 25 MB PDF? The widget clears the file and asks the visitor to choose a file under 20 MB. Q: Why doesn’t drag-and-drop work for me? Ensure you are dragging from your file explorer/finder window, not from another browser tab or app window. Q: Are videos supported? No. The first release supports JPG, JPEG, PNG, HEIC, and PDF only. Q: Do file uploads respect widget office hours? Yes. If chat is offline, visitors can still leave a message with attachments, which will appear in Conversations for follow-up. Q: Can these attachments sync to the contact’s Documents tab? Yes—agents can use the three-dot menu on an inbound message to “Add to Documents.” Q: Will AI read text inside a PDF? Not at this time; AI image responses analyze images only. * * * ### Related Articles - Getting Started – Setup Live Chat Widget - Live Chat - Attachments Made Easy in Conversations - File-Size Limits for Attachments in SMS and Email - Contacts: Sync Attachments to Document Management