Sharing files and images
Send files in any format, understand upload checks and see which images have a preview.
Last updated · Oct 27, 2026
Send an attachment
An owner or administrator enables attachments under Settings → Widget. In the inbox or customer chat, choose the attachment button, select a file and wait for the upload and file check to finish. The file is then attached to your draft. Send the message to share it. You can add up to five files to a message.
Each selected file appears on a card with its name, size and upload status. Upload progress changes to Checking file, then Ready to send once checking finishes. If an upload fails, use Try again when offered, or remove it and choose another file; your message draft remains available. Use Cancel during upload or checking, or Remove file to remove a ready or failed attachment from the draft before sending.
File formats and limits
You can upload files in any format, including documents, JSON, PHP, JavaScript, TypeScript, HTML, SVG and other source files. Files with an unfamiliar extension, files without an extension and binary files can also be uploaded directly. All uploads remain subject to file checks and size limits.
A ZIP can contain source code, files without an extension, ordinary binary files and operating-system metadata such as .DS_Store and __MACOSX sidecars. The entire archive must still pass the malware check before it can be shared or downloaded.
Free allows up to 10 MB per file; active paid plans allow up to 300 MB. The chat shows the applicable file limit. Available organization storage can also limit uploads. Your organization's plan applies to customer uploads as well as team uploads. View billing and usage.
Images and downloads
Files recognized and validated as JPEG, PNG, GIF or WebP appear as image previews in the inbox and embedded widget. Open a preview to view it larger, or use the download action. The separate chat page offers attachment downloads. SVG, HTML, source code and all other formats are offered as downloads. The file's actual contents determine whether an image preview is available.
Images may be resized and stripped of embedded location information. Use the file attached to the message when checking what the recipient received.
When a file cannot be shared
Files must pass the safety check before they become available. A file can be rejected because it contains harmful content, exceeds the current limits or cannot be fully checked. A damaged file recognized as a raster image can also fail image processing.
Password-protected or encrypted archives cannot pass the check. Nested archives inside a ZIP are rejected, including ZIP-based documents such as DOCX and XLSX; upload those files separately. ZIPs with unsafe paths, symbolic links, duplicate entry names, damaged contents, too many entries, excessive expanded size or excessive compression are also rejected. Other archive formats must pass the scanner's limits and checks. If checking is temporarily unavailable, try again later.
Attachments in private notes remain visible only to authorized teammates. Send a public reply if you intend to share a file with the customer.