Some support questions are much faster to solve when people can show the problem. A screenshot explains a broken layout; a PDF carries an invoice; a small document can replace ten messages of clarification.
When an attachment shortens the path to resolution
Lavenity now supports image and file attachments from both sides of the conversation. Images appear inline, other files keep their name and size, and an optional message can add the context a bare upload would otherwise miss.
Before sending, the composer shows upload progress and a preview. The sender can remove the staged attachment, replace it, or add a caption. Supported formats cover common web images, PDF, plain text, CSV, ZIP, Word, and Excel files.
Upload, preview, and file delivery
In production, attachment bytes are stored in durable S3-compatible object storage rather than inside the application container. Message history keeps the attachment reference across deploys, restarts, reloads, and return visits, while files are served through the Lavenity origin so the widget’s security policy stays narrow.
Uploads are authenticated and rate-limited, file types and sizes are validated, and unused staged files can be discarded before they become part of a message. When an operator deletes a message, Lavenity also removes its attachment record and schedules the stored object for cleanup.
Validation, storage, and cleanup
Attachments turn the chat into a more complete support channel without changing its pace: send the evidence, keep it next to the relevant message, and let the team solve the issue with the full context still in the thread.
Handle support files safely
Ask only for the file needed to resolve the issue. A user-interface problem usually needs a screenshot without unnecessary personal data; a document request should explain the accepted format and purpose. Operators should not open an unknown archive or executable outside the approved security process.
Before sending, confirm that the correct attachment is selected and that its text does not reveal another customer’s context. Give files names the recipient can understand. When a message is deleted, Lavenity removes the linked record and schedules the object for cleanup so storage does not accumulate files without threads.
Frequently asked question
Which attachment formats does the chat support?
Common web images, PDF, plain text, CSV, ZIP, Word, and Excel files are supported within configured limits. Files are validated by type and size, while images can be previewed directly in the conversation.