Photos and PDFs from customers
Customers can send photos, screenshots and PDFs in the chat, by email and on messaging apps. Dazza reads them, and your team sees them in the inbox.
Some questions are easier to show than to describe: a screenshot of an error, a photo of a room, a quote or a form as a PDF. Customers can send these on every channel, and Dazza looks at them when it answers.
In the website chat
- Press the paperclip beside the message box, paste a screenshot, or drag a file onto the chat.
- Photos (JPEG, PNG, WebP or GIF) and PDFs. Up to 3 files a message, 4 MB each. Large phone photos are made smaller before they’re sent.
- Each file is checked from its contents, not its name, so a file that isn’t really a photo or a PDF is refused.
The same works in the chat link, in the preview in Agent (so you can try it before customers do), and in your app with the mobile SDKs. In a Flutter app on Android, your developer passes a file picker to the SDK; everywhere else it works as it is.
By email
Photos and PDFs attached to an email are kept. Small pictures in signatures, such as logos and social icons, are skipped. Other files, such as Word documents, are listed by name.
On messaging apps
Photos and PDFs sent on WhatsApp, Messenger, Instagram, Telegram, LINE, Viber, SMS (picture messages through Twilio), Slack and Microsoft Teams (one-to-one chats) are downloaded through your own connection and kept. Voice notes, videos and stickers are noted by type, for example Sent: voice note, but not opened.
What Dazza does with them
Dazza looks at the newest files in a conversation when it writes a reply, alongside your knowledge: up to 4 at a time, at most 2 of them PDFs, and PDFs of up to 30 pages. If it can’t open a file, it says so and offers to bring in your team. Anything written inside a file is treated as information from the customer, never as an instruction.
If you use your own AI model from OpenAI or a compatible provider, photos are sent to it and PDFs aren’t: the model is told a PDF was sent. A model that can’t take images is told the same about photos.
In the inbox
Photos show as thumbnails; click one to open it full size. PDFs show their name and size, and download when clicked. If a file couldn’t be kept, for example because it was too large, the conversation says why.
Files stay with their conversation in your workspace. Only your team, and the customer in their own chat, can open them.