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A visitor can send a document or picture when the agent allows uploads. The file can help answer that visitor’s question. Some agents also share a copy with the creator, which the upload notice explains. Enabling uploads does not automatically make every visitor file reusable knowledge for everyone. A conversation attachment and an agent knowledge source have different purposes.

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Upload a file as a visitor

Use a supported file you are allowed to share. Check chat attachment limits before selecting a large or unusual file. For example, you might upload a non-sensitive event timetable and ask for the order of activities. Keep passwords, identity documents and sensitive financial records out of practice uploads. Already viewing a Privacy Notice for your file? Continue with Decide whether to upload.
  1. Open the agent’s widget on the website where you use it.
  2. Open the plus menu beside the message box, labelled Add context or attachments.
  3. Select Add files or photos.
  4. Select the file from your device.
  5. Continue with Decide whether to upload.
If the attachment action is absent, the agent may not allow uploads.

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Decide whether to upload

Read the Privacy Notice if it appears. It explains processing and separately discloses whether a copy is shared with the creator. Do not assume every agent handles uploads in the same way. Select Cancel if you do not want to proceed. If you agree with the described processing and sharing:
  1. Select Upload when the notice asks for confirmation.
  2. Wait for the file to finish uploading and processing.
  3. Check that the attachment is ready.
  4. Type your question about the file.
  5. Select the arrow button labelled Send message, or press Enter.
  6. Wait for the response.
The file should appear with the sent message. A file still processing is not ready just because its name appears.

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Understand the creator’s copy

When the notice describes creator sharing, a copy can be available to the owning space. The creator may deliberately use suitable material as agent knowledge. The copy is separate from the attachment used in the visitor’s conversation. To review the file-related features for an agent you manage:
  1. Open Home.
  2. Select the intended agent.
  3. Open Design.
  4. Follow Turn widget features on or off for the relevant controls.
Home opens your active space; you choose the agent there.

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Delete an upload as a visitor

Use the same agent’s widget and session when looking for your uploads. Deletion cannot be undone. It also removes the copy shared with the creator, as the confirmation explains. Already in Your uploaded files? Start at step 3 below.
  1. Open Account in the widget.
  2. Select Your uploaded files when available.
  3. Find the file you want to remove.
  4. Open its file menu.
  5. Select Delete.
  6. Read the confirmation.
Select Keep to cancel. To proceed:
  1. Select Delete in the confirmation.
  2. Wait for File deleted.
Removing an unsent attachment chip beside a draft message is a different action. It does not establish that the stored file or shared copy was deleted.

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If uploading or deletion fails

For a rejected upload, check the file type, size and conversation limit in Attach files in a chat. Use the offered retry action for a failed upload; do not send while processing is pending or has failed. For failed deletion, follow the displayed retry or support guidance. Wait for File deleted before treating the file as removed. An in-progress request or an error is not confirmation of deletion. Related: Visitor data and privacy.