Photos and files customers send now show in Aide's conversation view on every channel: email, chat, Messenger, Instagram, WhatsApp, Gorgias, Front and Zendesk. Photos appear as thumbnails you can open full size, and files a helpdesk keeps stay in that helpdesk: Aide shows them without copying them.
How it behaves
- A customer sends photos: they appear as thumbnails in the message. Click one to see it full size, download it, or open it in a new tab.
- Files from Gorgias, Front and Zendesk: they show in the conversation like any other file, but stay stored in your helpdesk. Aide opens them for you without keeping a copy.
- Images pasted into an email or a helpdesk message: they show inside the message where the customer put them, and aren't listed a second time underneath.
- Images an email loads from other websites: hidden until you click "Show images" on that message, so a sender can't tell when you opened their email.
- PDFs: open in a new tab. iPhone photos (HEIC) and files over 15 MB show as a file you can download.
- A file your helpdesk flagged as unsafe: shows as "Blocked as unsafe" and can't be opened.
- A photo that fails to load: shows "Couldn't load" with Retry.
- Links to files: a file link from Aide works for 24 hours.
- Attaching files to a reply: click Attach, paste an image, or drag files onto the composer. Where the conversation's channel can't carry files, Attach is turned off and says why. A file over the size limit is refused before it uploads, with the file's name and the limit.
- Files you send in a chat: a visitor sees them in the chat widget, live and when they come back to the conversation. Images show as a thumbnail and every file opens on click; a chat reply carries up to 25 MB of files.
Also in this change
- Files you add in the composer but never send are deleted one to two days later.
- Files customers send on Front and Zendesk are now recorded in Aide; before, only Gorgias and Aide's own channels kept them.
- Picking several files at once in the composer keeps all of them; before, only the last was attached.
- A visitor's own photos in the chat widget show as a thumbnail and open on click.
For developers
/v1conversation messages: each attachment gainsthumbnailUrl(null when the file isn't an image) andinline(the image already appears in the message's HTML), andunavailablecan beblocked.urlis a signed Aide link valid for 24 to 25 hours.- The
message.createdrealtime event carries the same attachment fields. @aide/widget-sdk: teammate messages gain an optionalattachments, andWireAttachmentan optionalthumbnailUrl, signed for about an hour. A site whose Content-Security-Policy limitsimg-srcmust allow Aide's API host for widget thumbnails to load.