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TABLE OF CONTENTS


Send and receive file attachments 


You can send and receive file attachments in Freshchat . PDFs, images, videos, and text files are supported by default. 


You can attach files to a conversation from your computer or from the Files repository in Freshchat . Files is similar to your Google Drive or Dropbox but within Freshchat where you can upload and store files, and even share it with your team.


Attach a file in a conversation


Click the attach icon at the bottom of the reply text box. When you upload an attachment from your computer which is not available in your Files folder, Freshchat will display a prompt asking if you want to save it to your Files repository.



If you select Files, you will see a list of files in your repository. From here you can search, select, and send files to your users.




Upload attachments to Files


Go to Admin > Files


You can either drag and drop your files or click the upload button to browse and upload a file. You can search for your uploaded files using the search bar on the top.



Note

If your Freshchat role is Admin/Account Owner you can share files with agents. Agents can only upload files to their My Files folder.


You can share files with your team by clicking share against the files you want to share.  



You can also download or delete an attachment by clicking on the drop-down next to it.



Note
At present, Files is available only on the Freshchat web app and not on the mobile app. It will be supported soon.


File types not supported


Some file types, such as executable files (e.g: .exe), are not supported in Freshchat as they pose a security risk for malware and malicious content. The following files types are not supported in Freshchat - .exe, .cmd, .msi, .com, .hta, .html, .htm, .js, .jar, .vbs, .vb, .sfx, .bat, .ps1, .war, .sh, .bash, .command


Files upload limit for different Freshchat plans


The number of files you can upload to your Files repository is limited based on your Freshchat plan. 


'Shared with Team' file limit - If you're an Admin, you can share up to a certain number of files with your team, as mentioned under each plan.

'My Files' file limit - Each agent, including the Admin can store up to a certain number of files in their Files repository under My Files section, as mentioned under each plan.

 

  • SPROUT

This feature is not applicable for Sprout Plan users.

  • BLOSSOM 

Shared with Team file limit = 10

My Files file limit = 10

 


No.of unique files that can be stored under My Files

No. of unique files that can be Shared with team

Each Admin

10

10

Each Agent

10

NA

 

  • GARDEN 

Shared with Team file limit = 25

My Files file limit = 25

 


No.of unique files that can be stored under My Files

No. of unique files that can be Shared with team

Each Admin

25

25

Each Agent

25

NA

 

  • ESTATE

Shared with Team file limit = 50

My Files file limit = 50

 


No.of unique files that can be stored under My Files

No. of unique files that can be Shared with team

Each Admin

50

50

Each Agent

50

NA

 

  • FOREST

Shared with Team file limit = 100

My Files file limit = 100

 


No.of unique files that can be stored under My Files

No. of unique files that can be Shared with team

Each Admin

100

100

Each Agent

100

NA


For example, if you are a team of 5 (1 Admin + 4 Agents), using the Blossom plan, the Admin can store 10 files under My Files and can share another set of 10 files with the team under Shared with Team.  

 

And each agent can store upto 10 files under My Files, as agents don't have Shared with Team option.

 

So the total limit for the team in the above scenario is,

Admin = 10 files under Shared with Team + 10 files under My Files = 20 files. 

4 Agents = 10 files under My Files per agent x 4 = 40 files.

Total file limit for the team = 20 + 40 = 60 files.

 

Similarly, for other plans, depending on the number of agents and admins in your Freshchat account.