Yes, you can choose to disable the ability for customers to upload attachments.

By default, your customers can send attachments (including images) via the Messenger, email, API, and Facebook.

Note: Attachments are not currently available through Twitter.

How do attachments work?

When uploaded, attachments become linked attachments, which is standard treatment for email and message deliverability purposes. By default, linked attachments are not indexed by search engines and are not predictable. However, you should take care not to share linked attachments publicly.

While uploading, attachments are scanned for harmful viruses, and if one is detected, then the file is quarantined and will not be accessible.

The size limit on individual attachments is 40mb and there is currently no limit on the number of attachments that can be uploaded.

Note: For incoming emails, there is a size limit of 20mb including attachments. Any email larger than 20mb will be rejected.

How do I disable attachments?

If you'd like to disable the ability for customers to upload attachments, just uncheck the 'Conversation attachments' box in your security settings:

If you disable attachments, the Messenger will not allow files to be dragged and dropped into the conversation, and will remove the attachments option.

If a customer sends you an email with an attachment, the attachment will not be processed. You'll receive a notification in the conversation that an attachment wasn't processed.

Delete attachments

If you'd like to delete an attachment you've received, just click 'delete' in the attachment's options:

If you would like to export attachments, you can do this individually.

Choose how files are sent in emails

By default, any files you send with emails will be hosted by Intercom and sent as links.

There is no limit to file size. We recommend this option for improved deliverability.

If your customers use firewalls, or cannot access linked attachments for a similar reason, you can choose to send your files inline. 👍

Keep in mind that here is a 20MB size limit for an email, and its attachments.

Under Security > Attachment settings > Choose how to send files in emails select "Files are attached directly to the emails":

Did this answer your question?