> ## Documentation Index
> Fetch the complete documentation index at: https://docs.deflect.in/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent file attachments

> Send files from the dashboard to customers in chat, email, or WhatsApp

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 |

Attachments work on channels your plan supports — typically **web chat**, **email**, and **WhatsApp** when those channels are connected.

<Frame caption="Live chat composer — paperclip button and attached file chip before send.">
  <img src="https://mintcdn.com/quensultingai/xnI-ZHCSg6FKh-rL/images/agent-attachment-picker.png?fit=max&auto=format&n=xnI-ZHCSg6FKh-rL&q=85&s=786f66c4285fc23cf7aa8a81b1c901a7" alt="Dashboard message composer with attachment upload button and file chip" width="1440" height="900" data-path="images/agent-attachment-picker.png" />
</Frame>

## 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                                       |

Before you send, the dashboard may show a **delivery preview** per channel (inline attachment vs. download link).

<Frame caption="Customer view — attachment in a web chat thread or email client.">
  <img src="https://mintcdn.com/quensultingai/xnI-ZHCSg6FKh-rL/images/agent-attachment-customer-view.png?fit=max&auto=format&n=xnI-ZHCSg6FKh-rL&q=85&s=1b9cc1f0bdc662234f47a44cf2d5ad53" alt="Customer-facing view of an agent-sent file in chat or email" width="829" height="962" data-path="images/agent-attachment-customer-view.png" />
</Frame>

## 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.

<Warning>
  **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.
</Warning>

## 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.

## Related guides

* [Live chat](/live-chat) — where agents reply in real time.
* [Tickets](/tickets) — attach files on ticket threads.
* [WhatsApp integration](/whatsapp-integration) — WhatsApp-specific delivery behavior.
* [Settings & billing](/settings) — plan limits for attachments.