Engage Digital |
Sending an attachment to a customer

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. 
 
This article describes the channels which support private messages and the attachment types supported.

Channels supporting private messages

True indicates that an agent can send an attachment on the channel, and a checkmark in Agent sends as private indicates that the attachment will be private on that channel. The Notes channel indicates any limitations on the sending of attachments as private.

Channel

Attachment accepted

Agent sends as private

Notes

Apple Business Chat

True


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

Email

True

Only attached attachments are sent as private. HTML inline attachments are still sent as public attachments.
Engage Digital Channel SDK

True

 
Public attachments are maintained.
Engage Messaging

True

 
Facebook

True

 
Facebook Messenger

True

Direct agent messages support only private attachments. Structured contents support both public and private attachments.
Google Business Messages

True

Direct agent messages support only private attachments. Structured contents support both public and private attachments.
Google Play

False

   
Instagram (messaging)

True

 
Lithium

True

 
Currently only HTML inline attachments are supported and are sent as public. 
Rightnow

True

   
RingCentral SMS/MMS

True

 
Tapatalk

False

   
Twitter

True

   
Twitter (Search)

False

   
Viber

True

   
WhatsApp

True

 
YouTube

True

 
 

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 Business Chat
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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