Media Settings

Overview

Media settings control whether agents can send files to customers and whether customers can send files to agents. This helps maintain security, compliance, and control over file sharing in conversations.

To access media settings:

Go to Settings → Inbox
Select your inbox
Click the "Media Settings" tab

Send Media (Agent to Customer)

Control whether agents can send files to customers.

To configure:

In Media Settings, find "Send Media"
Toggle ON or OFF
Click Save

When enabled:

Agents see the attachment icon (📎) in the message box
Agents can send images, documents, videos, and other files
File types supported: JPG, PNG, GIF, WEBP, PDF, DOCX, MP4, etc.

When disabled:

The attachment icon is hidden from agents
Agents can only send text messages

When to disable:

Compliance requirements prohibit file sharing
You want to limit support to text-only interactions
Security concerns about agents accidentally sending sensitive files

Receive Media (Customer to Agent)

Control whether customers can send files to agents.

To configure:

In Media Settings, find "Receive Media"
Toggle ON or OFF
If OFF, enter a custom message customers will see when they try to send files
Click Save

When enabled:

Customers can send images, documents, and other files
Files appear in the conversation for agents to view and download

When disabled:

Customers cannot upload files
If a customer tries to send a file, they see your custom message
Agents see an indicator that the customer attempted to send media

Custom message example:

"Sorry, the media you sent cannot be viewed by the business."

Supported File Types

Audio: .aac, .amr, .mp3, .m4a, .ogg → max 16 MB
Document: .txt, .xls/.xlsx, .doc/.docx, .ppt/.pptx, .pdf → max 100 MB
Image: .jpeg/.jpg, .png → max 5 MB
Video: .3gp, .mp4 → max 16 MB

Security Considerations

Receiving Media from Customers:

Risks:

Large files can consume storage space
Inappropriate content may be shared

Best practices:

✅ Scan files with an antivirus before opening
✅ Train agents not to open suspicious files
✅ Set up file retention policies to delete old media
✅ Consider disabling media for high-security inboxes

Sending Media to Customers:

Risks:

Agents might accidentally send sensitive internal documents
Large files can impact customer experience on slow connections

Best practices:

✅ Train agents on what files are appropriate to share
✅ Use a standard library of approved files (e.g., product guides, FAQs)
✅ Compress large files before sending
✅ Verify file contents before sending

Use Cases

Enable both send and receive:

Standard customer support: Customers send screenshots of issues; agents send instructional documents
E-commerce support: Customers send photos of products; agents send order confirmations
Technical support: Customers send error logs; agents send troubleshooting guides

Disable receive media:

Financial services: Compliance regulations prohibit receiving customer documents
High-security environments: Prevent malware risks
Text-only support: Keep conversations simple and fast

Disable send media:

Compliance requirements: Agents cannot share files externally
Branding control: All documents must go through approval process
Minimize agent errors: Prevent accidental file sharing

Best Practices

For Security:

✅ Disable media for inboxes handling sensitive information
✅ Train agents on file security best practices
✅ Regularly audit what files are being shared
✅ Implement file retention policies

For User Experience:

✅ Enable media when it improves support quality (e.g., screenshots help troubleshoot)
✅ Use clear custom messages when media is disabled
✅ Provide alternative ways to share files (e.g., "Email documents to [email protected]")

Troubleshooting

Agent can't send files

Check:

✅ Send Media is enabled in Media Settings
✅ File type is supported
✅ File size is within limits
✅ Agent has proper permissions

Customer says they can't send files

Check:

✅ Receive Media is enabled in Media Settings
✅ Custom message is set if media is disabled
✅ File type is supported by the channel (e.g., WhatsApp, Widget)
✅ Customer's file size is within limits

Files aren't displaying in conversation

Check:

✅ File was successfully uploaded (check for upload errors)
✅ Agent has permission to view media
✅ File type is supported by OCC
✅ Clear browser cache and refresh