Let Visitors Send Files and Voice Notes in Live Chat

Visitors can share a screenshot, a PDF or a quick voice recording instead of typing a long explanation. Your team sees everything in Conversations.

What visitors can send

• Images and documents: JPG, JPEG, PNG, HEIC and PDF.
• Audio files and recorded voice notes.
• Attachment-only messages, with no typed text.

Limits: up to 5 files per message and 25 MB per file. Unsupported, oversized or duplicate files may be blocked.

Turn it on

1. Go to Sites > Chat Widget and open a Live Chat widget.
2. Open Chat Window > Additional Options.
3. Enable Allow sending attachments and Allow sending voice notes as needed.
4. Click Save.
5. Make sure the widget is installed on your site, then test it as a visitor.

The visitor experience

They click the paperclip, drag files into the box, or tap the microphone, allow microphone access, record, preview and send. A message appears if microphone permission is denied.

What your team sees

• JPG and PNG show inline previews; HEIC and PDF appear as downloadable names.
• Audio plays in a built-in player with speed and seek controls.
• Files can be saved to the Media Library or a contact's documents from the message menu.

Conversation AI

When enabled in your AI agent's settings, the bot can respond to images and voice notes as well as text.

Good to know: If voice notes never arrive, check the browser's site settings, since a blocked microphone is the most common cause.