How To Use Chat Attachments in Your Tekmatix Live Chat Widget

Let your website visitors share images and PDFs directly in chat — making communication faster, clearer, and more personal.

Overview

The Chat Attachments feature in Tekmatix allows your website visitors to upload files directly in live chat conversations — like screenshots, photos, or PDFs — while messaging your support or sales team.

This makes troubleshooting, onboarding, and lead qualification easier by giving your team visual context instantly. No more back-and-forth emails or missing details — just one smooth, interactive chat experience.

Visitors can upload up to 5 files per message, with a maximum of 25 MB per file, and all attachments appear directly in the team inbox (CRM Conversations) for your agents to preview or download.

Why This Feature Matters

Adding Chat Attachments transforms your website chat from basic text messaging into a dynamic, visual communication tool.

Here’s how it helps your business:

• Faster problem-solving: Customers can show what they’re seeing instead of typing long explanations.

• Better context: Agents get all necessary details instantly — images, forms, receipts, or screenshots.

• Stronger connections: Real-time file sharing makes interactions feel professional and personal.

• No setup needed: The feature works automatically within your Tekmatix Live Chat widget.
  

Supported File Types and Limits

Per-file size limit: Up to 25 MB
Per-message limit: Up to 5 files
Note: Every attachment must be accompanied by a short text message before sending.

Pre-requisites

Before using Chat Attachments, make sure:
✅ Your Live Chat Widget is installed on your website.
✅ Your agents have access to the Team Inbox (CRM Conversations) where chats appear.

How Visitors Upload Files

On Desktop

1. Click the 📎 paperclip icon in the chat box — or simply drag and drop files from your computer.
   

   

2. Select up to 5 supported files (≤ 25 MB each).

3. Type a short message (required).
   

   

4. Click Send.
   

💡 Example: “Here’s the screenshot of the issue I’m facing.”

What they’ll see:

• JPG/PNG → Inline preview in chat.

• HEIC/PDF → File name with a download button.
  

On Mobile

1. Tap the 📎 paperclip icon.

2. Choose Camera or Gallery.

3. Pick up to 5 files.

4. Add a short message and Send.
   
   

How Agents Review Files

When a file is received, it appears in the Team Inbox (CRM Conversations).

Agents can:

• Click JPG/PNG → Preview or download directly.

• Click HEIC/PDF → Download the file for viewing.
  

💡 Tip: If HEIC files don’t preview in your browser, download them and open locally.

Optional: Let Your AI Bot Respond to Images

You can also allow your Tekmatix AI Agent to respond to image uploads.

1. Go to Settings → Labs → Sub-account Tab.

2. Enable Respond to Images.

3. Open your AI Agent settings.

4. Toggle Allow this bot to respond to images ON.
   

   

⚠️ Note: The bot can only respond to image files — PDFs are not supported yet.

Best Practices

• Keep filenames clean: Use letters, numbers, and underscores (avoid special symbols or long names).

• Compress large images if the network connection is slow.

• Always include a short text message with the attachment.

• Encourage visual feedback: Ask customers to share screenshots when describing issues.
  

FAQs

1. Can visitors send more than one file?
Yes, up to 5 files per message.

2. Why is a message required before sending?
It helps keep the conversation searchable and clear.

3. Why don’t some files preview?
Only JPG/PNG preview inline. HEIC and PDF files appear as downloadable links.

4. Can I upload files from the widget builder?
No. Files are uploaded from the visitor chat interface, and agents review them in the Team Inbox.

Troubleshooting

Sample Scenario: Using Chat Attachments for Support Requests

Goal: Streamline customer support by allowing visitors to send screenshots of their issues directly in chat.

Example Setup

1. Your Tekmatix Live Chat widget is installed on your website.

2. A customer is having trouble accessing their dashboard.

3. Instead of describing the issue in detail, they click the 📎 icon, upload a screenshot, and type:
   “Here’s what I see when I try to log in.”

4. The image appears in your team inbox immediately.

5. Your support agent reviews it and responds:
   “Thanks! I can see the issue — it looks like your access token expired. Please try logging in again.”

Result: The issue is resolved within minutes — no need for emails or extra back-and-forth messages.

In Summary

The Chat Attachments feature in Tekmatix makes conversations more efficient, visual, and engaging. Whether you’re helping a customer troubleshoot an issue, collecting forms, or reviewing designs, this feature ensures you get the full picture — literally.

Empower your agents and delight your customers with smoother, more visual communication — all inside your Tekmatix Live Chat Widget.