Files — sharing attachments
Photos, video and documents in tickets and agent conversations. Uploading, sending attachments, search by description, storage quota.
How it works
A customer sends a photo or document to the bot — the file lands in storage and is attached to the ticket message or agent conversation. The same works in reverse: operators and agents attach files to a reply and the person receives them in the same messenger they wrote from. Everything uploaded gathers in the cabinet’s Files section — with search, descriptions and reuse: the same price list never needs uploading twice.
What you can upload
Images 10 MB jpeg, png, webp, gif
Video 50 MB mp4, mov, webm
Documents 20 MB pdf, docx, xlsx, pptx, txt, csv, json, xml, zip
The type is detected from the file contents, not the extension: a renamed executable will not pass. Anything outside the list is rejected. A single customer can send at most 25 files and 50 MB per day — this protects your space from being filled from outside.
Space
The quota is per account rather than per project and depends on the plan: 100 MB on Free, 300 MB on Lite, 700 MB on Basic, 1.5 GB on Standard and more on higher plans. Identical files take up space once. Star what matters and auto-cleanup will skip it.
Endpoints
POST /v1/agent/media — upload a file (multipart)GET /v1/agent/media/{id} — download: 302 to a temporary linkGET /v1/agent/files — find a file by name or descriptionPOST /v1/agent/say — send a message with attachmentsPOST /v1/helpdesk/tickets/{id}/reply — ticket reply with attachments1. Uploading a file
A file is uploaded in a separate request and receives an identifier. Sending the message is the second step: the agent can prepare an attachment in advance, and a failed upload does not lose the text.
2. Sending with an attachment
The attachments field lists file identifiers — up to 10 per message. The files must belong to the same project as the key.
3. Finding an existing file
Files you uploaded in the cabinet are available to the agent of the same project. Add a description in the file details — that is what the agent searches by, instead of uploading a copy.
The link is temporary and lives for 10 minutes. Files have no permanent public addresses — storage is private and every request checks permissions.
4. Ticket reply with a file
5. A file in a broadcast
An attachment on any message is set either by a link (url) or by a storage file (media_id) — never both. For a storage file the address is issued at send time, so the attachment never goes stale in a scheduled or recurring broadcast, however long it waits.