You can send and receive file attachments in Chat. PDFs, images, videos, and text files are supported by default. 


You can attach files to a conversation from your computer or from the Files repository in Chat. Files are similar to your Google Drive or Dropbox but within Chat, where you can upload and store files, and even share it with your team.


Attach a file in a conversation


Click Plus > Attach at the side of the reply text box. When you upload an attachment from your computer which is not available in your Files folder, Chat will display a prompt asking if you want to save it to your Files repository.



If you select Files, you will see a list of files in your repository. From here you can search, select, and send files to your users.



Upload attachments to Files


Go to Admin Settings > Files


You can either drag and drop your files or click the upload button to browse and upload a file. You can search for your uploaded files using the search bar on the top.



Note: If you Chat role Account Admin you can share files with team members. Agents can only upload files to their 'My Files' folder.


You can share files with your team by clicking share against the files you want to share.  



You can also download or delete an attachment by clicking on the drop-down next to it. 




Note: At present, Files is available only on the Chat web app and not on the mobile app. It will be supported soon.


File types not supported


Some file types, such as executable files (e.g: .exe), are not supported in Chat as they pose a security risk for malware and malicious content. The following files types are not supported in Chat - cmd, .msi, .com, .exe, .hta, .html, .htm, .js, .jar, .vbs, .vb, .sfx, .bat .


Files upload limit for different Freshworks CRM plans


The number of files you can upload to your Files repository is limited based on your Freshworks CRM plan.


'Shared with Team' file limit - If you're an Admin, you can share up to a certain number of files with your team, as mentioned under each plan.

'My Files' file limit - Each agent, including the Admin can store up to a certain number of files in their Files repository under My Files section, as mentioned under each plan.


  • Free (Sales Cloud, Marketing Cloud & Customer for life Cloud)

This feature is not applicable for Free Plan users.


  • Growth (Sales Cloud, Marketing Cloud & Customer for life Cloud)

Shared with Team file limit = 10

My Files file limit = 10

 


No.of unique files that can be stored under 'My Files'

No. of unique files that can be 

'Shared with team'

Each Admin

10

10

Each Agent

10

NA

 

  • Pro (Sales Cloud, Marketing Cloud & Customer for life Cloud) 

Shared with Team file limit = 25

My Files file limit = 25

 


No.of unique files that can be stored under My Files

No. of unique files that can be Shared with team

Each Admin

25

25

Each Agent

25

NA

 

  • Enterprise (Sales Cloud, Marketing Cloud & Customer for life Cloud)

Shared with Team file limit = 50

My Files file limit = 50

 


No.of unique files that can be stored under My Files

No. of unique files that can be Shared with team

Each Admin

50

50

Each Agent

50

NA


For example, if you are a team of 5 (1 Admin + 4 Agents), using the Growth plan, the Admin can store 10 files under My Files and can share another set of 10 files with the team under Shared with Team.  


And each agent can store upto 10 files under My Files, as agents don't have Shared with Team option.

 

So the total limit for the team in the above scenario is,

Admin = 10 files under Shared with Team + 10 files under My Files = 20 files. 

4 Agents = 10 files under My Files per agent x 4 = 40 files.

Total file limit for the team = 20 + 40 = 60 files.

 

Similarly, for other plans, depending on the number of agents and admins in your Freshworks CRM account.