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No. AI agents read only the text in conversations and tickets, so a customer who writes "see attached" over a photo has told them almost nothing.
Can an AI agent read an attachment?
The AI does not scan attached files or media at all, so a photo of an error message tells it nothing whatsoever.
One qualifier: limited PDF ingestion has been in an Early Access Program since 1 June 2026. Experimental, not the answer.
Why that matters more than it sounds
Attachments arrive precisely when the customer cannot describe the problem: the hardest cases, and the ones where a generic reply is most annoying.
And a quieter consequence: a ticket with only an attachment and no text breaks language detection, which needs text to work on. It can then route wrongly as well, which on a multilingual team is the harder failure to trace.
How do I design around 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.
Where the file is the whole ticket
Warranty claims, damage reports, signed forms. Route those to a person on the attachment alone. The behaviour to avoid is an agent that ignores the file and answers the surrounding words.
Nothing is lost on handover
The attachments stay in the ticket and are there for your agents once the conversation is escalated. The limitation is about automated conversations, not about the whole product.
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