> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aide.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Photos and files in conversations

> Photos and files customers send show in the conversation on every channel: email, chat, Messenger, Instagram, WhatsApp, Gorgias, Front and Zendesk.

Photos and files customers send show in the conversation on every channel: email, chat, Messenger, Instagram, WhatsApp, Gorgias, Front and Zendesk. You can also attach files to your own replies.

## 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.

A link to a file opened from Aide works for 24 hours. Open the conversation again for a fresh one.

## 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.

For Gorgias, Front and Zendesk tickets, see [Reply to Gorgias, Front and Zendesk tickets from Aide](/aide-helpdesk/reply-on-helpdesk-tickets).


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