Send images and attachments in a reply

Use Attach a file in the composer to add a file to your reply. Files appear as chips above the draft. Files that customers send by email appear under their message in the thread.

#Attach a file to a reply

1. #Open the conversation

   Select the conversation in the Inbox. The composer is at the bottom of the thread, with Reply and Note tabs.

2. #Choose the file

   Use the file button in the composer toolbar. On a narrow composer, the toolbar moves it into the More menu, where it is called Attach a file.

3. #Wait for the upload

   The file name appears as a chip. The chip shows an Uploading indicator until the upload finishes.

4. #Send

   Send the reply as usual.

The same toolbar works on the Note tab. Only your team sees notes.

#What the customer receives

A reply is sent in chat. If the customer has not seen it after 15 minutes, it is emailed to them.

In that email, images are shown in the message. Other files, such as PDFs, appear as links. A link the system cannot verify as safe is left out of the email.

#Mark up an image before you send it

You can open an image in the thread, draw on it, and add the marked-up copy to your draft.

1. #Open the image

   Select the image in the thread. It opens in a window titled Image: followed by the file name.

2. #Pick a tool and draw

   Use the Annotation tool menu, for example arrow, then draw on the image. The window footer counts your marks, for example "1 annotation".

3. #Fix mistakes

   Use Undo and Redo. Use Zoom in to see detail and Fit to return to the full image.

4. #Add the copy

   Select Add annotated copy to draft. The button stays disabled until the image has at least one annotation.

The copy is named after the original with -annotated added, for example billing-annotated.png. It appears as a chip in your draft. The original image is not changed. Nothing is sent until you send the draft.

Select Close image to close the window.

#See what customers send you

Files that arrive with an emailed reply are listed under the message.

You must be signed in to download a stored file.

A file is not imported if it is the wrong type, if it is too large, or if it came with an unverified email. Hover over the entry to see the reason. Ask the customer to send the file another way.