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When a customer attaches photos, such as a foot on a sizing device, boots being tried on, or a damaged item, Aide looks at them while it writes. A fit or condition question gets an answer about what the photos show, judged by your sizing and care guidance, instead of asking the customer to send them again.

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What Aide says

  • A fit check: the reply or draft says what the photos show, in your team’s voice (“These look a touch long in the toe; the width and lacing look right”), using your sizing guide.
  • No overclaiming: Aide says only what a photo shows. It doesn’t name an exact size, the cause of a defect, or that an item is unworn from a photo. When a photo doesn’t show what the answer needs, it says what would help, such as a photo from the side.

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Which photos

  • Photos on the customer’s messages since your last reply, up to four (the newest).
  • JPEG, PNG, GIF or WebP, each up to 3.75 MB.
  • Photos pasted into an email in Gorgias, Front or Zendesk are read like attached ones.
  • Photos on Gorgias, Front and Zendesk tickets, and on chat, email, Instagram, Messenger and WhatsApp conversations.

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Files Aide can’t see

When the customer sends a video or PDF, a photo Aide can’t read, or mentions a photo that didn’t arrive, a draft for your team doesn’t say it couldn’t open it or ask for it again. It leaves a short blank, such as “[fit assessment from your photos]”, for the teammate who sends it, and answers the rest of the message. See Drafts leave blanks for your team to fill in.

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Privacy

Photos in Gorgias, Front and Zendesk stay in your helpdesk. Aide reads them when it drafts a reply and doesn’t keep a copy. To see the photos yourself, open the conversation; see Photos and files in conversations.