Working with customers
Files and previous chats in the website chat
Let customers send documents, send files from the inbox, and choose what returning visitors see.
Customers can attach files
Turn on Settings → AI & answers → Customers can attach files. Visitors can then send a PDF, Word (.docx), text, Markdown or CSV file up to 8 MB with the 📎 button. The AI reads it with their message (an invoice, an error log, a form) and your team can open it in the inbox. Pictures work as before when *Understand images* is on.
Send files from the inbox
Click 📎 next to the reply box to send a picture, PDF, document, spreadsheet or zip (up to 8 MB). Website visitors see it in the chat; on WhatsApp, Telegram, Messenger, Slack and email the customer gets a private download link.
Continue conversations
Settings → Conversations decides what a returning visitor sees:
- Continue their last chat (default),
- Continue only if they chatted recently — within the hours you choose,
- Always start a new chat.
Show previous chats adds a clock button to the chat with the visitor's earlier conversations. Customers signed in with identity verification see their chats from every device and can carry on from their phone where they left off on their laptop.