Using Attachments in Unified Inbox

Share and receive files and documents through various communication channels
Table of Contents

Who can use this feature

Accessible to

Supported on

While agents are handling customers’ conversations, they can receive attachments that support the customer case. These files are saved for future reference in the Attachments tab of the conversation.

In this article, we will learn how to deal with attachments through Unified Inbox.

Receiving Attachments

In an active conversation in Unified Inbox, when the customer sends a file, it will be viewed inside the conversation. By default, attachments are not downloaded on the agent’s machine. However, the agent can decide to download the file by pressing the download icon that appears on the file itself.

Viewing Customer’s Attachments

  1. In Unified Inbox, open the required customer conversation, then open the Attachments tab to view all customer’s attachments.
  2. For each file, you can view, download or forward it back to the customer from the icons shown in the figure.

Limitations

  • The maximum attachment size is 30 MB per message.
  • Extensions allowed: all files are supported: Pdf, doc, Docx, Xls, Xlsx, ppt, pptx, CSV, txt, RTF, jpg, jpeg, png, gif, Webp, BMP, tiff, mp4, mp3, Ogg.
  • The file name must meet the following criteria:
    • Letters (both uppercase and lowercase)
    • Numbers
    • Underscores (_)
    • Hyphens (-)
    • Whitespace characters (e.g. spaces, tabs, newlines)
    • Accented characters: e.g. ‘éèêëàâôöîïç’
    • A dot (.) at the end of the file name
    • One or more characters (of the above) before the dot.
    • The file name should not exceed 40 characters in length.
    • The file name must have one or more allowed characters before the dot (.) at the end.

Was this article helpful?

Your feedback matters

Help us improve our service

Report bug

Help us improve our service

Files allowed JPG, PNG, MP4
Max size allowed 20MB

Report bug

Help us improve our service

Submit Ticket

Let us know in details how can we help you...