File Attachments

File Attachments#

Visitors can attach files to a chat message when their session has been transferred to a human agent. The files are forwarded to the connected help desk so the agent can view and download them alongside the conversation.

File attachments are a preview feature. The paperclip icon appears in the chat input only when the widget toggle is on and the session is in active handoff. It is not visible during AI-only conversations.

Enabling attachments#

Attachments are off by default. To turn them on for a widget:

1. Open the widget in the Gydr Console and go to the Conversation tab.
2. Toggle Visitor attachments on and save.

Any plan that supports human-agent handoff can enable this toggle. There is no additional tier requirement.

Supported file types and limits#

Gydr validates both the declared MIME type and the actual file content server-side. A file whose content does not match the declared type is rejected and never forwarded.

If a file exceeds the size limit, is not one of the allowed types, or fails content validation, the upload is refused and the visitor sees an error message in the chat input. The message is not sent until all attachments pass validation.

File retention#

Uploaded files are stored for 7 days. After that they are deleted automatically.

Gydr acts as a short-term forwarder, not a long-term file host. If your agents need to keep a file beyond 7 days, they should download it from the help desk before the link expires.

What agents and admins see#

When a visitor sends a message with attachments, each file is forwarded to the connected help desk as a downloadable link. The agent can open or save the file directly from the help desk interface.

Attachments also appear in the Console conversation transcript. Images render as thumbnails with a click-to-enlarge view; other file types appear as a downloadable chip. Links expire after the 7-day retention period.

Troubleshooting#