By default, your AI Agent hands off all emails that have attachments to human agents.
AI Agents can send up to 30 MB in files with a Handoff. Different email clients and receiving agent platforms have their own limitations on file sizes (e.g., Gmail has a limit of 25 MB), so if a customer tries to send a large attachment, it might not get delivered to your AI Agent or passed on to your agent platform.
Attachment handling is useful in the following scenarios:
Your AI Agent can pass email attachments to human agents through supported Handoff blocks. Attachments are securely saved upon receipt and automatically deleted after 7 days.
Email attachments can be passed on the following Handoff blocks:
Your AI Agent can pass along files with the following extensions to agents:
If your AI Agent restricts a file from being passed through to your agent platform, either due to its size or an unsupported file extension, it adds a comment to the ticket explaining which file(s) it restricted, and why.
Enable attachment handling in your Handoff block. For detailed instructions, see Implementation & usage.
Configure your Handoff block to pass email attachments to your agent platform.
Configure your Handoff block to pass attachments to your agent platform.
To set up attachment handling:
Add the File Data Token field from the Optional Inputs dropdown in your Handoff block.
In the File Data Token field, add the email_attachments variable to ensure that your AI Agent can pass any attachments to your agent platform.
In the Convos view, you can see if customers sent attachments by looking in the conversation metadata. If the email_has_attachments metavariable appears in the list, the customer’s email inquiry contained attachments. If the variable doesn’t appear, there weren’t any attachments.
Explore additional Email Handoff and configuration options.