Attachments

The attachments feature is great at improving workflow and communication, as it enables users to attach screenshots of error messages or share videos and documentation. Describing an issue is one thing, but a picture (or a video) can speak a thousand words. 

How it works

LiveAgent allows users to drag & drop files (images, voice recordings, videos, documents) inside:

•  Ticket fields (emails)
•  Chats
•  Contact forms
• Knowledge base articles

 Alternatively, users can simply click on the Attach icon to share files.

Supported file types

Currently, all file types are supported including:

• JPG
• PNG
• PDF
• Doc
• Txt
• Py
• Mp4
• GIF

Limiting file types

If you would like to prevent users from uploading certain file types into contact forms and chats, you can do so inside LiveAgent’s settings.

Here’s how you can do it:

1. Log in to LiveAgent
2. Click on Configuration (cogwheel icon on the left menu bar)
3. Click on Protection
4. Click on Settings
5. Find the “Allowed file types” section (It should be the first text field)

f. List the file types that you want to be supported separated by a comma (the file types that aren’t listed won’t be supported, and thus your customers will not be able to share them with you)

g. Scroll down to the bottom of the page and click Save

File size limits

Ticket and chat attachments are limited to 128 MB each. However, please note that it is very likely that either your or your customer’s email client won’t be able to accept attachments of this size, as most email clients are limited to receiving 20MB (which is the recommended attachment size).

Attachments in Ticket fields (emails)

If you want to format your emails, it can be quite tricky — especially if you want to add images to specific areas of text. However, with LiveAgent you can add images inline using the insert image button. 

Additional info about ticket attachments:

• There are no restrictions/limitations to what file types can be sent via email

Attachments in Chats

LiveAgent’s live chat widget supports attachments of all types by default, but if you’d like to limit them to specific file types, you can do so by following the guide above.

Additional info about Chat attachments:

• File sharing is supported in internal chats as well, making it super easy to collaborate and share files with your colleagues
• The drag and drop feature can be used in both internal and external chats

Attachments in Contact forms

Our contact forms support attachments of all types by default, but if you’d like to limit them to specific file types, you can do so by following the guide above.

Additional info about Contact form attachments:

• The drag and drop feature can be used with contact forms

Attachments in Knowledge base articles

Enriching your knowledge base articles with attachments will ensure your guides and how-to-articles provide value to your customers, in turn decreasing ticket loads and improving customer satisfaction.

Additional info about article attachments:

• The drag and drop feature can be used 

Learn more about article formatting and attachments