What are attachments?
Attachments are files that are typically attached to email messages. They’re usually photos, documents, excel sheets, PDFs, videos, or other types of files. Typically, a single email can contain multiple attachments.
Why are attachments useful?
Attachments are helpful because they enable users to share documents and images quickly and conveniently. Furthermore, they’re great for improving workflow and communication, as they let users attach screenshots of error messages, tutorials, and other documentation to communication threads, making what they’re trying to convey that much more clear.
How and where can you add attachments in LiveAgent?
LiveAgent allows users to drag & drop files (images, voice recordings, videos, documents, etc.) inside:
- Ticket fields (emails)
- Chats
- Contact forms
- Knowledge base articles
Alternatively, users can simply click on the Attach icon to share files.
What types of files can I attach to LiveAgent tickets?
Currently, all file types are supported, including:
- JPG
- PNG
- Doc
- Txt
- Py
- Mp4
- GIF
How to limit file types
If you want to prevent users from uploading specific file types into contact forms and chats, you can do so inside LiveAgent’s settings.
Here’s how you can do it:
- Log in to LiveAgent.
- Click on Configuration (cogwheel icon on the left menu bar).
- Click on Protection.
- Click on Settings.
- Find the “Allowed file types” section (It should be the first text field).
- 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).
- Scroll down to the bottom of the page and click Save.
How big can attachments be?
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).
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Attachments in ticket fields (emails)
If you want to format your emails, it can be pretty tricky — especially if you’re going to add images to specific areas of text. However, with LiveAgent, you can add images inline using the insert image button or the copy & paste feature. Please note that there are no restrictions/limitations as to what file types can be sent via email.
Attachments in live chat conversations
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. Please note that file sharing is also supported in internal chats, making it super easy to collaborate and share files with your colleagues. You can use the drag and drop feature in both internal and external conversations as well.
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. Please note that you can use the drag and drop feature 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. Please note that you can use the drag and drop feature with knowledge base articles.
Knowledge base resources
Want to learn more about LiveAgent’s cutting-edge help desk features? Check out our knowledge base articles, feature pages, blogs, webinars, or our official YouTube channel for more information.
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Frequently asked questions
How big can attachments be?
What are attachments?
Attachments are files that are typically attached to email messages. They’re usually photos, documents, excel sheets, PDFs, videos, or other types of files. Typically, a single email can contain multiple attachments.
Why are attachments useful?
Attachments are helpful because they enable users to share documents and images quickly and conveniently. Furthermore, they’re great for improving workflow and communication, as they let users attach screenshots of error messages, tutorials, and other documentation to communication threads, making what they’re trying to convey that much more clear.
Help desk software is an online platform used to manage relationships with customers and solve their issues. Every issue raised by a customer is turned into a ticket. Help desk software offers many benefits for both agents and customers, including assigning, prioritizing, and categorizing tickets, as well as access to a knowledge base and community forum for customers. Support software must have access to all communication channels, an intuitive interface, and the ability to cooperate with other agents. LiveAgent offers technical support software with multi-channel functionality, reports, and activity history.
Help desk software is an effective management tool that focuses on serving customers and end-users by providing information, support, and assistance. With the right software, faster and more personalized responses can be delivered, while self-service options empower customers to resolve issues independently. Help desks can eliminate problems such as lost or unanswered tickets, delayed responses, and lack of responsibility. The use of help desk support can improve customer satisfaction, engagement, retention, and sales, as well as improve agent productivity and reduce stress and burnout. LiveAgent offers a free and easy-to-use helpdesk portal that can be customized to fit a company's needs.
E-commerce welcome email templates
Welcome emails are an important part of establishing a connection with new customers in eCommerce. They fall into the category of transactional emails and can build brand loyalty and increase ROI. There are several welcome email templates that businesses can use, including ones that thank users for joining the online store community and highlight the value customers will get from shopping with the business. The ideal length of a welcome email depends on the goals of the business, but being concise is recommended. A welcome email should be sent immediately after a user registers or creates an account. Information that can be included in a welcome email may include a greeting, setup instructions, a brief message from the CEO, useful links, or a call-to-action.
The importance of omnichannel customer service in the retail industry is discussed in this article, along with the benefits of using help desk support. Dynamic content and training opportunities for support agents are also highlighted. LiveAgent offers an easy-to-use, customizable helpdesk portal for businesses of all sizes. The article concludes with information about building a LiveAgent dashboard and cookie policy.
