Intercom scans all attachments and uploads for conversations and tickets. We check content for malware or suspicious configuration from all channels, and block them to keep your team safe while using our product.
There are certain attachment types that we block in Intercom, since they are known vectors for malware (e.g: executable files), however we also let you trust and block certain attachment types in the Settings > Workspace > Security section of your workspace.
View attachments' safety status
You can view the safety status of the attachments before opening the files. This allows you to safely open files from your customers, and helps you better understand the possible risks before opening them.
No issues detected: files have been scanned and are safe to open
Inconclusive: file could not be scanned, open the file if you trust the sender
Extension mismatch: file content misaligns with the file extension, open the file if you trust the sender
Malware detected: file is malicious and removed
When no status is shown, scanning has not reached any conclusion yet and may still be in progress. Most scans take only a number of seconds to complete. We recommend to wait until scanning has completed before accessing a file.
MIME type and extension check
To protect you from danger arising from malicious uploads, we do a detailed MIME type check on all files uploaded.
The MIME type of the files uploaded is checked and if there is any mismatch between the expected MIME type for the file extension and the actual MIME type detected, you will be informed about this mismatch.
Image file validation
Checks are applied for image files as well, and the file will get quarantined if any of the conditions below are satisfied:
Image integrity check fails
Image is corrupted
Image has other content under image content type
Image cannot be validated
Image resize fails
Allowed file types
Default supported file types include:
gif
jpeg
jpg
mov
mp4
pdf
png
txt
heic
oga
ogg
dng
mp3
Note: File types that are explicitly unsupported are permanently blocked across all Intercom workspaces for security reasons and cannot be enabled through this setting.
These include:
.webp image files (unsupported image format in Intercom).
Password-protected archive files (e.g., password-protected .zip or .rar files) because they cannot be scanned by anti-virus scanners, posing a malware risk.
You can allow other files types by going to Settings > Workspace > Security > Attachment settings. Allowed file types will be accessible straight away.
To allow other file types, enable the toggle for "Allow leads and users to send other file types" and then enter your accepted file types.
You must include a period before each extension and separate each file type with a comma, for example .jpg, .png, etc.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts