Image upload

Let visitors attach screenshots and photos to a message. What to configure before you turn it on, and what happens to the images afterwards.

With image upload on, a visitor can attach up to three images to a message: a screenshot of the error, a photo of the part they need, a picture of their dashboard. The agent sees them, and so do you, in the conversation view.

It ships off. Turn it on in Agent > Customization > Settings.

How a visitor attaches an image

Two ways, and both end up in the same place:

The plus. Once the chat is open, the left end of the bar carries a plus. It opens a short menu, and in this release the menu holds one item: attach an image.
Dragging. A visitor can drag image files straight onto the bar or onto the open chat. There is no drop target to aim at and no "drop here" panel, on purpose. The attachment appears in the composer the same way the picker's would.

Before you turn it on

Set your privacy policy URL. It sits in the same card, and it is linked from the widget's bottom strip. Turning upload on without one means inviting strangers to send you photographs with no notice about who holds them. The dashboard warns you; the warning is the point of the card.

Decide whether you want it at all. A regulated site, or one where visitors have no reason to send you anything, is better off leaving it off. It is one switch either way.

Tell your support team. The images a visitor sends appear in Pulse > Conversations, so whoever reads conversations will start seeing photographs.

What a visitor can send

Up to three images per message.
PNG, JPEG or WebP only. No PDFs, no documents, no audio, no video.
Up to 5 MB each, before processing. Large photos are shrunk in the browser before they are sent, so a 12 megapixel phone photo uploads quickly rather than making the visitor wait.

A file that is the wrong type, too large, or one too many is refused in the chat with a plain sentence saying which, so the visitor can fix it.

What happens to the images

They are private. They are not reachable by URL: a leaked link exposes nothing. The dashboard reads each one through a link that expires in minutes.
They stay in the EU, in the same region as everything else ARCY stores, so KVKK and GDPR questions have one answer.
They are deleted after 30 days. The conversation text lives on, and the transcript then reads "Image removed" rather than losing the turn.
Deleting a conversation deletes its images, immediately, so a deletion request you receive is one you can honour.
They are never used for training, and they never appear in logs or error reports.

What it costs

Image upload is not a plan feature. It works the same on every plan, so your widget never changes behaviour because your billing did.

A message with images costs the same credit as any other message. The images themselves are shrunk to the size the model actually reads before they leave the browser, so a photo does not cost more than a screenshot.

Turning it off

Turn the switch off and the plus disappears from the bar on the next page load, along with the menu behind it. Dragging an image onto the widget then does nothing at all. The left end of the bar keeps its ARCY mark, so the composer does not change shape. Images already sent stay in their conversations until they age out or the conversation is deleted.