Photos, voice notes and files customers send you
How customers' media shows in a chat, voice-note transcripts, and how long files are kept.
Updated
Photos, stickers, videos, voice notes and files customers send appear in the chat as they arrived: pictures inline, videos and voice notes with a player, and files as a link.
- Voice notes show their words under the player, labelled Transcript, once your agent has listened to them, so you can read what the customer said. The transcript stays even when the file itself has expired.
- Photos: your agent understands customer photos on the messaging apps and answers in text (see Image understanding).
- Files are kept for 90 days. After that, the chat shows "This media is no longer available." in their place. Save anything you need to keep.
Your agent analyses photos and voice notes only in chats it's answering. Visitors in website chat can send text only.