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Documentation Index

Fetch the complete documentation index at: https://docs.chatling.ai/llms.txt

Use this file to discover all available pages before exploring further.

You can let end-users send files (images, documents, audio, video) in the chat widget, and your agents can do the same when replying from the conversations dashboard. This is useful for support flows that involve screenshots, receipts, ID checks, voice messages, or any other media.
File attachments are only available during live chat. They are not available while the AI is handling the conversation.

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How to enable file attachments

  1. Open your chatbot’s dashboard.
  2. Go to the widget designer. To learn how to access it, see this guide.
  3. Click Configure from the sidebar.
Open appearance configuration settings
  1. Enable File attachments.
  2. Choose which file types to allow.
  3. Click Save.

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Allowed file types

Once attachments are enabled, you can pick which categories of files end-users are allowed to send:
  • Images — JPEG, PNG, WebP, GIF, AVIF.
  • Documents — PDF, Word, Excel, PowerPoint, plain text and CSV.
  • Audio — MP3, M4A, AAC, WAV, OGG, WebM.
  • Video — MP4, MOV, WebM, OGG.
Disabling a category hides those file types from the file picker on the widget. Files that don’t match an enabled category are rejected before they’re uploaded.

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Limits

LimitValue
Max attachments per message3
Max image size2 MB
Max document size10 MB
Max audio size10 MB
Max video size10 MB
If a user tries to attach more than 3 files in a single message, the extra files are blocked with an inline error and not uploaded. Files above the per-type size limit are also rejected up front.

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How users send attachments

When attachments are enabled, end-users see a paperclip icon in the message input. They can also drag-and-drop files directly onto the chat window. Each attached file appears as a chip above the input with a preview (for images) or filename and size (for documents/audio/video). The user can optionally type a message to send along with the files, then click send. Each attachment is delivered as its own message bubble in the conversation, similar to how WhatsApp or Crisp handles attachments.

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How agents send attachments

From the Conversations page in your dashboard, agents can attach files the same way: paperclip icon in the composer, or drag-and-drop onto the conversation thread. The same per-message and per-type limits apply. Attachments sent by agents appear as separate message bubbles in the end-user’s chat.
Agents can also attach files when replying to WhatsApp and Instagram conversations, but the supported file types are restricted by Meta’s APIs. Instagram only accepts images, audio, and video (no documents). WhatsApp accepts all four categories but only specific file formats per category. The file picker automatically narrows to what each channel supports.