Files and pictures customers send

Customers often send a photo of a receipt, a PDF or a voice note instead of typing. The Front Desk checks each file before anything reads it, reads it once, and asks the customer to type what it cannot read clearly.

What happens to a file

1. It is checked first. The size, the real type of the content (not only the file name) and, for pictures, the dimensions are checked before the file is stored. Archives that unpack into something huge are refused.
2. It is kept for your team. An accepted file is stored for your organisation only and shown on the conversation.
3. It is read once. The Front Desk reads what the picture or document says. The same file sent again, even in another conversation, is not read a second time.
4. Unclear dates and amounts are asked again. If the date or the amount on a picture is hard to read, the Front Desk proposes nothing and asks: "I couldn't read the date and the amount clearly in what you sent. Could you type it here?"

Limits

A file that fails a check gets: "I couldn't open that file. Could you send it again as a clear photo or a PDF under 20 MB?" Nothing is read from it.

Good to know

• Voice notes are transcribed so the Front Desk and your team can read them; the audio itself is not kept.
• No extra AI credits. Reading a picture or a voice note costs no AI credits: it is part of the reply it belongs to. See AI credits for the Front Desk.
• A document is never an instruction. Whatever a picture or file says, the Front Desk treats it as information only, never as an order to do something.
• Your organisation only. A file can be opened only inside your organisation and its own conversation.
• Errors: a file refused by the checks answers fd_attachment_rejected; a file that does not match its announced size, type or checksum answers fd_upload_invalid.