Photos and files customers send
- Photos show as thumbnails in the message. Click one to see it full size, with Open in new tab and Download.
- PDFs open in a new tab.
- iPhone photos (HEIC) and photos over 15 MB show as a file with its type and size, which you can download.
- Images pasted into an email or a helpdesk message show inside the message where the customer put them, and aren’t listed a second time underneath.
- Files from Gorgias, Front and Zendesk show like any other file but stay stored in your helpdesk. Aide opens them for you without keeping a copy.
When a file can’t be shown
- Blocked as unsafe: your helpdesk flagged the file, and it can’t be opened.
- Couldn’t load: the photo failed to load. Click Retry, or Open to try it in a new tab.
- A file the channel no longer has, or that was too large to copy, says so in place of the preview.
Images from other websites
Some emails load images from the sender’s website. Aide hides those and shows “Remote images in this email are hidden to protect your privacy.” Click Show images on that message to load them. Until you do, the sender can’t tell when you opened their email.Attach files to a reply
Click the paperclip, paste an image, or drag files onto the composer. You can pick several files at once. Each file can be up to 25 MB, and some channels set a limit for all of a reply’s files together; hover the paperclip to see it.- A file over the limit is refused before it uploads, with the file’s name and the limit.
- Where the conversation’s channel can’t carry files, the paperclip is turned off and says why.
- In chat, a reply carries up to 25 MB of files. The visitor sees them in the chat widget, live and when they come back to the conversation: images as a thumbnail, and every file opens on click.