Can I add attachments to AI-generated draft replies?
Yes. A suggested reply contains only text, but once you load it into the composer you can attach files as you would on any reply. The message and attachments go to the customer together.
Steps
- Open the thread and wait for a suggested reply card to appear above the composer.
- Click the card to load the text into the composer.
- Edit the text if needed.
- Click the attachment button in the composer toolbar and select your files.
- Send the reply.
Attachment size limits
The same limits apply as for any reply. Email threads are capped at 6 MB combined, Slack threads at 50 MB and chat threads at 100 MB. The 6 MB email limit cannot be increased.
Suggestions added through the API
If you push suggested replies with the addGeneratedReply mutation, the mutation accepts a markdown field only. Attachments cannot be part of the suggestion. A team member must add them in the composer before sending.