Using attachments in Agent Desktop

Using attachments in Agent Desktop

Last Updated December 15, 2022
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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’ll learn how to deal with attachments through Agent Desktop.

Receiving attachments

In an active conversation in Agent Desktop, 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.

How to view customer’s attachments

  1. In Agent Desktop, 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.


  • The maximum attachment size is 30 MB per message.
  • Extensions allowlist: all files are supported: Pdf, doc, Docx, Xls, Xlsx, ppt, pptx, CSV, txt, RTF, jpg, jpeg, png, gif, Webp, BMP, tiff, mp4, mp3, Ogg

ℹ️ Keeping attachments history is only available for Enterprise plans.

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