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People often answer with a file rather than a sentence: a photo of a damaged windshield, a screenshot of an error, a signed form, or a spreadsheet of quotes. Your agents read the images and documents people send them and use what they contain in their reply, just as they use the text of the message. Ask Dimedove reads the files your team sends it in the same way.

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Where agents read attachments

Outside the web messenger and forms, there is nothing to turn on: your agents read files as they arrive.

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Turn on attachments in the messenger and forms

Attachments in the web messenger and forms are available to teams on the Pro subscription.
Open your agent’s Design page and turn on Attachments. Visitors then see an attachment button in the messenger and in your forms. The setting also applies to your agent’s preview, and your live channels pick it up when you publish the agent. See Design.

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Slack workspaces connected earlier

Reading files in Slack needs a permission that older Slack connections did not include. If you connected Slack before your agents could read files, the Workspace page shows Update Slack Permissions (and the Slack card under Settings > Integrations shows Update). Click Update once and approve the new permission in Slack. Until you do, your Slack agents and Ask Dimedove in Slack answer the text of a message and skip its files.

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Supported files

Each file can be up to 10 MB. The web messenger and forms accept every format above except CSV. Your agents do not read:
  • Voice notes, other audio, and video
  • HEIC images
  • Older Microsoft Office formats, such as .doc and .xls
  • Archives, such as ZIP files
  • Images that an HTML email only links to on the web, rather than carrying itself
  • TikTok direct messages
  • Phone calls, which carry no files

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How your agent reads them

  • On the message they arrive with: your agent looks at images and PDFs as they are, and reads the text of documents, spreadsheets, and presentations.
  • Text in pictures: it reads the text in images and scanned PDFs, such as a photographed form or a screenshot of an error message.
  • Later in the conversation: it works from what it read in the file rather than from the file itself. For a question about a fine detail much later on, sending the file again gives the most reliable answer.
  • Files it cannot read: a damaged or unsupported file is skipped, and your agent answers the rest of the message. A message that carries only files, with no text, is still answered.

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Attachments and goals

When a contact sends a file while one of your agents is working on a goal with them, such as collecting missing documents, the agent plans a Review task, Check the received document, and reads the file before it decides the next step. See Tasks and Approvals.

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Credits

Reading attachments has no separate charge: a file is part of the message it arrives with. Ask Dimedove’s credits depend on how much work each message involves, so a long document can make that message use more.