When a customer attaches photos in Gorgias (a foot on a sizing device, boots on, a damaged item), Aide now looks at them while it drafts. A fit or condition question gets an answer about what the photos show, judged by your sizing and care guidance, instead of a draft saying it couldn't see them or asking the customer to send them again.
How it behaves
- A fit check with photos: the draft says what the photos show, in your team's voice ("These look a touch long in the toe; the width and lacing look right"), using your sizing guide.
- No overclaiming: Aide says only what a photo shows. It doesn't name an exact size, the cause of a defect or that an item is unworn from a photo, and when a photo doesn't show what the answer needs, it says what would help, such as a photo from the side.
- A file Aide can't see: when the customer mentions a photo that didn't arrive, or sends a video or PDF (even one their message doesn't mention, as in "do these look right?"), a draft for your team doesn't say it couldn't open it and doesn't ask for it again. It leaves a short blank such as "[fit assessment from your photos]" for the teammate who sends it, and answers the rest of the message around it.
- Which photos: the photos on the customer's messages since your last reply, up to four (the newest), in JPEG, PNG, GIF or WebP, each up to 3.75 MB. Others are left to the teammate the same way.
- Photos pasted into an email: Gorgias keeps these as images in the message, and Aide reads them like attached ones.
- Photos already on open tickets: photos customers sent before this change, on tickets that are still open, count too, so Aide doesn't ask for a photo the customer has already sent.
- Privacy: the photos stay in Gorgias. Aide reads them when it drafts a reply and doesn't keep a copy.
Also in this change
- Photos customers send on other channels Aide already stores (chat, email, Instagram, Messenger, WhatsApp) are read the same way when Aide writes a reply.