Plan requirement
| Subscription | Any plan |
| Access | Admin |
Largely no, and it is worth designing around rather than waiting for. What to do when customers send files.
What happens now
An AI agent works from the text of the conversation. A customer who attaches a photo of an error message and writes "see attached" has, from the agent's point of view, said almost nothing.
Why that matters more than it sounds
Attachments arrive precisely when the customer cannot describe the problem. Those are the hardest cases and the ones where a generic reply is most annoying.
Design for it
- Hand over when an attachment arrives, at least for topics where files usually mean trouble.
- Ask for the text as well. "Can you also type the error message you see?" often gets what is needed.
- Say what you can and cannot see, rather than replying as though the file was read.
The behaviour to avoid
An agent that ignores the attachment and answers the surrounding words. The customer sent a picture for a reason, and a reply that does not acknowledge it reads as not having looked.
Where the file is the whole ticket
Warranty claims, damage reports, signed forms. Route those to a person on the basis of the attachment alone; there is nothing for an AI agent to do with them.
What agents can still get
Copilot works on the ticket the agent is handling, and the agent can see the file. The limitation is about automated conversations, not about the whole product.
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