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See every photo and file in your conversations

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

  • /v1 conversation messages: each attachment gains thumbnailUrl (null when the file isn't an image) and inline (the image already appears in the message's HTML), and unavailable can be blocked. url is a signed Aide link valid for 24 to 25 hours.
  • The message.created realtime event carries the same attachment fields.
  • @aide/widget-sdk: teammate messages gain an optional attachments, and WireAttachment an optional thumbnailUrl, signed for about an hour. A site whose Content-Security-Policy limits img-src must allow Aide's API host for widget thumbnails to load.

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