What your AI Agent perceives when a visitor sends an image or a file. Images are analyzed visually; files are recognized by name, and their contents are not read.
When a visitor sends an attachment during a conversation, your AI Agent treats images and other files differently. Knowing the difference helps you set the right expectations and write better Guidelines.
Images
Section titled “Images”When a visitor sends a photo or image, your AI Agent actually sees and analyzes the image content. It can describe what’s in the picture, read text visible in it, and answer questions about it — the image is sent to the underlying vision-capable model alongside the visitor’s message.
This works on every plan, and on every channel where a visitor can attach an image (Telegram, WhatsApp, Intercom, HubSpot, and images supplied through the Quickchat API).
Files (PDFs, documents, and other attachments)
Section titled “Files (PDFs, documents, and other attachments)”When a visitor sends a non-image file — a PDF, a Word document, a spreadsheet, an audio or video file — your AI Agent is told that a file was sent and its filename, but it does not read the file’s contents. The Agent knows, for instance, that invoice_2026.pdf arrived, so it can acknowledge the file and respond sensibly, but it cannot extract or summarize what’s inside it.
Inbound file awareness is available on these channels:
| Channel | Visitor sends an image | Visitor sends a file (PDF, doc, …) |
|---|---|---|
| Telegram | Analyzed visually | Filename only |
| Analyzed visually | Filename only | |
| Intercom | Analyzed visually | Filename only |
| HubSpot | Analyzed visually | Filename only |