When a customer needs a document, screenshot, or invoice, your team can attach files directly from the dashboard while replying in live chat or on a ticket. Files are checked for type and safety before they are delivered.
Where you can attach files
| Place | How to attach |
|---|
| Live chat | Paperclip icon in the message composer |
| Tickets | Same attachment control when replying on a ticket thread |
What customers receive
How the file appears depends on the channel:
| Channel | Typical experience |
|---|
| Web chat | File appears in the thread like a chat attachment; images often show inline |
| Email | Images may preview inline; documents may appear as downloads or secure links depending on the mail client |
| WhatsApp | Images and documents arrive as native WhatsApp media when supported |
Supported file types
Deflect accepts common business formats, including:
- Images — JPEG, PNG, WebP, GIF
- Documents — PDF, Word (.docx), Excel (.xlsx), PowerPoint (.pptx)
- Text — Plain text (.txt), CSV (.csv)
Other formats are rejected with a clear message in the dashboard so you can choose a supported alternative.
Size limits
Maximum file size depends on your plan (shown in billing limits). If an upload fails for size, try compressing the file or sharing a link in your message instead.
File attachments require a paid plan that includes attachment support. On the Free plan, attachment uploads are not available. Upgrade from Settings → Billing if uploads are disabled.
Safety checks
Every upload is validated before delivery:
- File type is verified — renamed extensions that do not match the actual file are blocked.
- Files are scanned for malware. Infected files are rejected and never sent to customers.
If a file is blocked, you will see an error on the attachment chip. Remove it and try a different file.
Inline images in email replies
When composing an email reply, you can also insert images inline in the message body (separate from the paperclip attachments). Use this for screenshots or diagrams inside the email text.
Tips for agents
- Prefer PDF for formal documents; PNG or JPEG for screenshots.
- Wait until the attachment chip shows Ready before sending.
- If WhatsApp shows a link instead of inline media, the file type or size may require link delivery — that is normal.
- Do not send sensitive data unless your policies allow it; attachments follow the same retention rules as the conversation.
