---
schema_version: "1"
id: 5437cbaff7d4c897710c5cfcadf3dd864bab8c2f596daf1ed48d7c556d7b8bd6
title: Send Images and Files in Messaging Sessions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_agent_send_files.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_agent_send_files.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1605767f55969f1ce120d756d65071095347aae322921b55e929c5f046c0bb4d
description: Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Send Images and Files in Messaging Sessions

Sometimes, only a picture will do. Resolve customer inquiries faster by sending images and files during messaging sessions in Agentforce Service (formerly Service Cloud).

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="livemessage_agent_send_files__d1146e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_agent_send_files__d1146e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d155496e80">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">To send and receive messages in Enhanced Chat:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">
              <p>Enhanced Chat User permission set license </p>
              <p style="margin-bottom:0;">AND</p>
              <p style="margin-bottom:0;">Enhanced Chat Rep user
                permission</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">To send and receive messages in standard and enhanced messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e80 ">Messaging Agent</td>

          </tr>
        </tbody>
      </table>

Supported file types and maximum attachment size vary depending on the channel type.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
          <col style="width:33.33333333333333%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155496e131">Channel Type</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155496e134">Maximum File Size</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d155496e137">Supported File Types</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Enhanced Chat</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">
              <p style="margin-bottom:0;">5 MB</p>
            </td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">
              <p>Outbound: .bmp, .csv, .doc, .docx, .gif, .jpg, .jpeg, .pdf, .png, .tiff,
                .txt, .xls, .xlsx, and .xml</p>
              <p style="margin-bottom:0;">Inbound: <a href="https://help.salesforce.com/s/articleView?id=service.enhanced_chat_customer_file_types.htm&amp;type=5&amp;language=en_US" target="_blank">End users can send over 900 file
                  types.</a></p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">WhatsApp (Enhanced)</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">Varies by file type.</td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">
              <p>.jpeg, .png., .pdf, .txt, .ppt, .pptx, .pps, .ppsx, .doc, .docx, .xls, .xlsx,
                .csv., .json, .xml, .rtf, .aac, .amr., .mp4, .3gp</p>
              <p style="margin-bottom:0;">Inbound only: .mp3, .ogg,
                .mpeg</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Facebook Messenger (Enhanced)</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">25 MB</td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.jpg, .jpeg, png, .bmp, .tiff, .webp, .txt, .pdf, .psd, .rtf, .xls, .xml, .exe,
              .zip, .mp3, .mov, .mp4, .3gp, .gif</td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Apple Messages for Business (Enhanced)</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">100 MB</td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.png, .jpg, .jpeg, .bmp, .tiff, .txt, .pdf, .psd, .rtf, .xls, .xlsx, .doc,
              .docx, .ppt, .json, .pptx, .pps, .ppsx, .csv, .xml, .pkpass, .ics, .exe, .zip,
              .usdz, .mp3, .caf, .mov, .mp4, .3gp, .gif</td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">LINE (Enhanced)</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">Varies by file type. For details, see <a href="https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&amp;release=264.0.0&amp;type=5" title="LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).">Considerations for LINE Messaging Channels</a>.</td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.png, .jpeg, .mpf, .m4a</td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">Bring Your Own Channel</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">25 MB</td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.png, .jpg, .jpeg, .bmp, .tiff, .gif, .txt, .pdf, .psd, .rtf, .xls, .xlsx,
              .doc, .docx, .ppt, .pptx, .json, .pps, .ppsx, .csv, .xml, .mov, .mp4, .3gp, .3g2,
              .mpg, .mp3, .caf, .m4a, .exe, .zip, .ics, .pkpass, .usdz </td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">SMS long codes (Standard and enhanced)</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">
              <ul>
                <li>AT&amp;T: 1 MB</li>

                <li>T-Mobile: 1 MB</li>

                <li>Verizon: 1.2 MB</li>

                <li>Sprint: 2 MB</li>

                <li>US cellular: 500 KB</li>

              </ul>
            </td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.jpg, .jpeg, .png, .gif</td>

          </tr>
          <tr class="">
            <td data-label="Channel Type" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e131 ">SMS toll-free long codes (Standard and enhanced)</td>

            <td data-label="Maximum File Size" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e134 ">525 KB</td>

            <td data-label="Supported File Types" class="slds-cell-wrap" style="vertical-align:top;" headers="d155496e137 ">.jpg, .jpeg, .png, .gif</td>

          </tr>
        </tbody>
      </table>

1. Click the paperclip icon in the messaging window.
2. Select the image or file that you want to send. You can send only one file at a time.
3. If your file is a public link, optionally create an expiration date for it.
4. Click the send icon.

![Image sent in a messaging session](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_send_images.png)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note

- In standard channels, service reps can’t send text and a file in the same message.
- Images and file attachments sent over SMS long code channels are supported only for US and Canadian numbers associated with Salesforce North American instances. View your instance on the Company Information page in Setup. SMS short code channels don’t support images and file attachments.
- In enhanced channels excluding LINE and WhatsApp, reps can receive GIFs but not send them. LINE and WhatsApp don't support GIFs.
- In enhanced Facebook Messenger channels, file attachments are sent with randomly generated file names rather than the original file name.
- In enhanced channels, if customers attach multiple files to one message, the rep may not receive the message. If this occurs, the customer can try sending one attachment per message.
- To let customers view previews of asset files sent by bots or reps, first add the Salesforce CRM Content User feature license to your org, then to the users who send files. To let bots and reps share files in enhanced channels and Enhanced Chat, enable file sharing for enhanced Messaging channels.

- **[Enable File Sharing for Enhanced Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_file_sharing.htm&release=264.0.0&type=5)**  
    To let service reps and bots share files with customers in enhanced Messaging channels and Enhanced Chat, configure your content delivery settings.
- **[Enable Public Linking on an Asset File](https://help.salesforce.com/s/articleView?id=service.messaging_asset_files.htm&release=264.0.0&type=5)**  
    To let customers view previews of asset files sent by service reps or bots, enable public link capability on the file.

#### See Also

- [Share Knowledge Article URLs in Channels](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_public_url.htm&type=5&language=en_US)
- [Share Knowledge Articles in Channels in Lightning Knowledge](https://help.salesforce.com/s/articleView?id=service.knowledge_agent_article_contents_lex.htm&type=5&language=en_US)
- [_Salesforce Help:_Customize the File Sharing Experience](https://help.salesforce.com/s/articleView?id=service.enhanced_chat_customer_file_types.htm&release=264.0.0&type=5 "Choose which file types your users can send in Enhanced Chat and specify the maximum file size limit. The file sharing settings on the Messaging Settings Setup page apply to the files that end users send to service reps and AI agents.")