Attachments
Send and receive files in your support conversations. This guide covers uploading, managing, and downloading attachments.
Uploading Attachments
Drag and Drop
The easiest way to attach files:
- Drag file(s) from your computer
- Drop onto the message composer
- Files upload automatically
- Send your message
Click to Upload
- Click the attachment icon (📎) in the composer
- Select files from your computer
- Files upload automatically
Paste from Clipboard
For images and screenshots:
- Copy image (
Cmd/Ctrl + C) - Paste in composer (
Cmd/Ctrl + V) - Image attaches automatically
Works with:
- Screenshots
- Copied images
- Screen captures
Supported File Types
Documents
- PDF (.pdf)
- Word (.doc, .docx)
- Excel (.xls, .xlsx)
- PowerPoint (.ppt, .pptx)
- Text (.txt)
- CSV (.csv)
Images
- JPEG (.jpg, .jpeg)
- PNG (.png)
- GIF (.gif)
- SVG (.svg)
- WebP (.webp)
Other
- ZIP archives (.zip)
- Video (.mp4, .mov) - with size limits
- Audio (.mp3, .wav) - with size limits
Blocked Types
For security, these are blocked:
- Executable files (.exe, .bat, .sh)
- Scripts (.js, .py, .php)
File Size Limits
| Limit Type | Maximum |
|---|---|
| Single file | 25 MB |
| Per message total | 50 MB |
| Storage per organization | Based on plan |
Large File Alternatives
For files over 25 MB:
- Compress the file (ZIP)
- Use a file sharing service (Dropbox, Google Drive)
- Share the link instead
Attachments in Messages
Public Replies
Attachments in replies are:
- Sent to customer via email/channel
- Visible in the conversation thread
- Stored securely in Relay
Internal Notes
Attachments in notes are:
- Only visible to your team
- Customer cannot access
- Good for internal documentation
Receiving Attachments
From Email
When customers email with attachments:
- Files are extracted from email
- Attached to the ticket
- Available for download
From Widget
When customers upload via chat widget:
- Files stored securely
- Shown in conversation
- Download link provided
From Other Channels
SMS and some social channels have limitations on attachments. Media is preserved where supported.
Viewing Attachments
In the Conversation
Attachments display with:
- File name
- File type icon
- File size
- Thumbnail (for images)
Preview
Click an attachment to preview:
- Images open in lightbox
- PDFs open in viewer
- Other files prompt download
Download
Click the download icon to save to your computer.
Managing Attachments
Removing Before Send
Before sending a message:
- Hover over the attachment
- Click the X or remove button
- Attachment is removed
After Sending
Once sent, attachments cannot be removed individually. To remove:
- Delete the entire message (admin only)
- Or add a note explaining the attachment should be disregarded
Security & Privacy
Storage
- Files stored in secure cloud storage
- Encrypted at rest
- Access controlled by permissions
Virus Scanning
- All uploads scanned for malware
- Infected files rejected
- Customers notified if blocked
Retention
- Attachments retained with tickets
- Deleted when tickets are permanently deleted
- Follows your data retention policy
Customer-Facing Widget
Widget Upload Settings
Configure in Settings → Widget:
- Enable/disable file uploads
- Allowed file types
- Maximum file size
Pre-Chat Attachments
Customers can attach files when starting a chat if configured.
Tips & Best Practices
For Sending
- Compress large files: Faster upload and download
- Use descriptive names: "invoice-12345.pdf" not "doc.pdf"
- Add context: Explain what the attachment contains
- Check before sending: Right file attached?
For Receiving
- Acknowledge receipt: Let customer know you received it
- Verify file type: Be cautious with unexpected attachments
- Download securely: Use official download buttons
Troubleshooting
"Upload failed"
Check:
- File size within limits
- File type is allowed
- Internet connection stable
- Try a different browser
"Can't preview attachment"
- Some file types don't have previews
- Download and open locally
- Check file isn't corrupted
"Customer says attachment missing"
- Check email delivery
- Some email clients strip attachments
- Resend or share via link
"Storage limit reached"
- Check your plan's storage limits
- Delete old tickets/attachments
- Upgrade plan if needed
Attachment Indicators
In Ticket List
Tickets with attachments show a 📎 icon for quick identification.
In Search
Search for tickets with attachments:
has:attachment