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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