Engage Digital | Sending an attachment to a customer

Last updated on May 17, 2022

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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Engage Digital | Sending an attachment to a customer

Table of contents

Channels supporting private messages

Attachment types supported