File Upload block

Overview

The File Upload block allows customers to upload files directly from Ada. Once triggered, the block initiates the native file system of the customer’s device, which they’ll use to locate and select the file to upload. The uploaded file attaches to the support ticket.

The File Upload block can output a File URL as a variable. This URL remains valid for 30 minutes and can be used to programmatically retrieve the uploaded file from Ada. Use this capability to pass files to human agents or external systems for further processing.

If you’re using Salesforce Case Creation or Zendesk Ticketing, you can use the File Upload Block and the File Token output to attach files directly to the case or ticket. You can set this up from the handoff block.

For any other type of handoffs, use the File URL to send attachments to your agents.

Any files that customers upload remain available for 7 days. After that, Ada automatically deletes those files, without keeping any backups.

Configuration

Set up the File Upload block to accept files from customers and save the file information as variables.

To configure the File Upload block:

In your Handoff, drag and drop the File Upload block into position, at the point in the Handoff where you want the customer to upload the file.
In the File Upload block, complete the fields under the Configuration and Save Response as Variables sections. For optional fields or variables, click the drop-down menus under each section.

Block settings

Configure the file types and size limits for uploads.

Field	Description
Accepted File Types	Enter the extensions of acceptable file types. Include the dot in the extension. Separate multiple items with commas. Supported extensions: .csv, .doc, .docx, .gif, .jpeg, .jpg, .mov, .mp3, .mp4, .pdf, .png, .ppt, .pptx, .svg, .txt, .wav, .xls, .xlsx, .zip
Maximum File Size (MB) (optional)	Enter a value to set a file size limit in megabytes (MB), up to a maximum of 100 MB. Use numbers only.

Output variables

Save file information to variables for use in other blocks.

Field	Description
File URL	Set a variable to capture the pre-signed URL of the customer’s uploaded file.
File Data Token	Set a variable to capture the file data token, which gives your team access to the uploaded file on the Ada server. Attach this variable to the File Data Token field in your support block.
File Name (optional)	Set a variable to capture the file name of the customer’s uploaded file.