Engage Digital | Sending an attachment to a customer

Last updated on May 17, 2022

Table of contents

There are icons under the reply text box next to the Send button when replying to or composing a message. These options include the Attach file option, indicated by a paperclip icon, that allows you to add an attachment by selecting a file from your computer. The attachment is private when sending it through certain channels. A private attachment means that the URL to the attachment contains a JWT token which will expire. 
 
Consult the table to confirm that your preferred communication channel supports private attachments. 

Channels supporting private messages

Channel
Agent can send attachments
Agent can send attachments privately
Notes
Apple Messages for Business

Only video attachments are still sent as public attachments for RichLinkMessage.

Email
Only attached attachments are sent as private. HTML inline attachments are still sent as public attachments.
Engage Digital Channel SDK
Public attachments are maintained.
Engage Messaging
 
Facebook
 
Facebook Messenger
Direct agent messages support only private attachments. Structured contents support both public and private attachments.
Google Business Messages
Direct agent messages support only private attachments. Structured contents support both public and private attachments.
Google Play
 
Instagram (messaging)
 
Lithium
Currently only HTML inline attachments are supported and are sent as public. 
Rightnow
 
RingCentral SMS/MMS
 
Tapatalk
 
Twitter
 
Twitter (Search)
 
Viber
 
WhatsApp
 
YouTube
 

Attachment types supported

The table lists the extensions supported as attachment file types on the agent side, the max size of the attachments if applicable, and any extensions not supported. The system will provide an appropriate error message when an agent attempts to attach an unsupported or disallowed file type (such as archives).

Channel

Extensions supported (agent side)

Max size

Apple Messages for Business
aac, amr, avi, bmp,  csv, dms, doc, docm, docx,
dotm, dotx, eml, gif, jpeg, jpg, key, log, m4a, m4v,
mkv, mov, mp3, mp4, mpeg, mpeg4, mpg, msg,
numbers, odp, ods, odt, ogg, otp, ots, ott, pages,
pdf, png, pot, pps, ppt, pptx, qt, rtf, svg, tif, tiff, txt,
vcard, webp, wmv, xlc, xls, xlsm, xlsx, xlt, xltm, xltx

Structured messages

• Authenticate Message, List Picker  Message, Payment Message, Time Picker Message:
jpeg, jpg, png

• Rich link: jpeg, jpg, png, mp4
 
Email
Any type of file (with security level set to permissive on the channel)
 
Engage Digital Channel SDK
aac, amr, avi, bmp, csv, dms, doc, docm, docx, dotm,
dotx, eml, gif, jpeg, jpg, key, log, m4a, m4v, mkv, mov,
mp3, mp4, mpeg, mpeg4, mpg, msg, numbers, odp, ods,
odt, ogg, otp, ots, ott, pages, pdf, png, pot, pps, ppt, pptx,
qt, rtf, svg, tif, tiff, txt, vcard, webp, wmv, xlc, xls, xlsm, xlsx,
xlt, xltm, xltx

Structured messages
Carousel, Rich link, Quick replies, Template:
jpeg, jpg, png
 
Engage Messaging
aac, amr, avi, csv, dms   doc, docm, docx, dotm, dotx,
eml, gif, jpeg, jpg, key, log, m4a, m4v, mkv, mov, mp3,
mp4, mpeg, mpeg4, mpg, msg, numbers, odp, ods,
odt, ogg, otp, ots, ott, pages, pdf, png, pot, pps, ppt,
pptx, qt, rtf, txt, vcard, wmv, xlc, xls, xlsm, xlsx, xlt, xltm, xltx  

Structured messages (Rich link, Template, Carousel):
gif, jpg, jpeg, png
Agent side: 10MB+.

Client side: 10MB.

Structured messages: 5MB.

Facebook (comments)
bmp, gif, jpeg, jpg, png, tif, tiff   
 
Facebook (compose)
avi, bmp, gif, gif, jpeg, jpg, m4v, mkv, mov, mp4,
mpeg4, mpg, png  qt, svg, tif, tiff, webp, wmv
 
Facebook Messenger
aac, amr, avi, bmp, csv, dms, doc, docm, docx,
dotm, dotx, eml, gif, jpeg, jpg, key, log, m4a, m4v,
mkv, mov, mp3, mp4, mpeg   mpeg4, mpg, msg,
numbers, odp, ods, odt, ogg, otp, ots, ott, pages,
pdf, png, pot, pps, ppt, pptx, qt, rtf, tif, tiff, txt,
vcard, webp, wmv, xlc, xls, xlsm, xlsx, xlt, xltm, xltx

• Structured messages
• Quick reply: jpeg, jpg, png
• Rich link, Template, Carousel:   jpeg, jpg, png, bmp, gif
 
Google Business Messages
jpeg, jpg, png

Structured messages (Rich link, Template, Carousel):
jpg, jpeg, png
 
Instagram (messaging)
bmp, gif, jpg, png
text: Body size limited to 1000 characters.

Max size 8 MB.
RingCentral SMS/MMS
amr, bmp, gif, gz, jpeg, jpg, m4a, mp3, mp4,
mpeg, png, rtf, svg, tif, tiff, vcard, zip
 
Twitter (tweet, private msg)
gif, jpeg, jpg, mp4, png, webp
 
Viber
Outbound messages: aac, amr, csv, dms, doc,
docm, docx, dotm, dotx, eml, gif, jpeg, jpg, key,
log, m4a, mp3, mp4, mpeg, msg, numbers,
odp, ods, odt, ogg, otp, ots, ott, pages, pdf,
png, pot, pps, ppt, pptx, rtf, tif, tiff, txt, vcard,
xlc, xls, xlsm, xlsx, xlt, xltm, xltx
text: Body size limited to 7000 characters.

video: Max size 50 MB.

file: Filenames should include an extension.

Filenames can have at most 256 characters (including file extension).

Max size 50 MB.
WhatsApp
aac, amr, doc, docx, jpeg, jpg, m4a, mp3,
ogg, pdf, png, ppt, pptx, xls, xlsx
 
YouTube
avi, m4v, mkv, mov, mp4, mpeg, mpeg4,
mpg, qt, wmv
 
 
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