In this article, we will explore the file-sharing capabilities of the Tidio widget and the Inbox. You'll learn who can send files using Tidio, how big the files can be, and the types of files that are supported.

 

In this article, you'll learn:

Silent walkthrough. Attach a file in a chat and in a ticket. Open the live conversation and click the + button in the reply box. Choose Upload a file and pick the PDF. Drag the file over 10 MB onto the conversation and show the error message. Open the email ticket, click + and choose Upload an image, pick the PNG so it appears inside the reply. Send the reply.

 

 

Sending files

 

Both visitors and agents can share files through Tidio chat. Regardless of your Tidio plan, file-sharing functionality is available to everyone. To send a file, simply click on the paperclip icon in the chat widget, or the + button in the reply box of the Inbox.

 

For agents, the attachment option is in the reply box on the conversation screen: click on the + (Add to message) button and choose Upload a file. The same applies to the email channel (tickets), where you can also choose Upload an image to put an image right inside your reply. You can also drag and drop files onto the conversation, or copy and paste them:

 

The reply box of a live conversation in the Inbox with the + (Add to message) menu open, showing Upload a file (with its key combination) and Insert link

 

 

The same icon is also available on the visitor's side, in your chat widget:

 

The visitor chat widget has its paperclip attachment button circled below the message field.

 

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To ensure the maximum security and protection of your files, we have implemented a feature that automatically changes the name of the uploaded files within Tidio. By doing so, we eliminate the risk of potential important details being exposed through the file names. This additional layer of security guarantees the confidentiality and privacy of your data throughout the entire process. 

 

 

File size limits

How big a file can be depends on where it's sent:

WhereOne fileNumber of filesAll files together
Live chat - agents (Inbox)10 MBUp to 10 per message25 MB
Email tickets - agents (Inbox)20 MBUp to 100 per reply25 MB per reply
Live chat - your visitors (chat widget)10 MB (100 MB on the Plus and Premium plans)--

If a file is too big, the Inbox tells you right away - for example, File could not be uploaded: max size for one file is 10 MB. - and the file isn't attached. Your visitors see This file exceeds the 10MB attachment limit. in the chat widget.

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Please note: on the Plus plan and above, your customers can upload larger files (up to 100 MB) in live conversations. The limits for agents stay the same on every plan.

 

Types of supported files

 

Below, you will find the list of supported file types:

  • .jpg
  • .jpeg
  • .png
  • .txt
  • .rtf
  • .xlsx
  • .docx
  • .pdf
  • .gif
  • .mp3
  • .mp4

 

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For security reasons, we do not allow transferring the following file types: .exe, .dmg, .mov, .rar, .zip. In the Inbox, .exe and .bin files are stopped before they upload, with the message File could not be uploaded: .exe extension is not allowed. (See the file size limits above.)