SwaruFiles on conversations
What happens to the files customers send, and how to attach files to a reply.
Files customers send
What a customer attaches to an email is kept with their message. Pictures show in the conversation; everything else is a download. Only your team can open them, and the AI never sees them.
Kept:
- pictures (PNG, JPEG, GIF, WebP) and PDFs;
- text, CSV and JSON files;
- Word, Excel and PowerPoint documents (.docx, .xlsx, .pptx);
- zip files, and video (.mp4, .mov).
Not kept: anything else, including web pages (HTML), SVG, scripts and programs, and older Office files (.doc, .xls). A picture or PDF whose contents don't match its name is refused too. The conversation lists each file that wasn't kept, and why.
Small inline pictures, like a logo in an email signature, are not kept at all.
Limits
- 10 MB a file, and up to 10 files from each email.
- 1 GB of files for your company.
- From email: 200 MB a day for your company, and 25 MB a day from one sender.
A file over a limit isn't kept, and the conversation says why.
Attaching files to a reply
On Growth and Scale, use Attach files in the reply box: up to 10 files, 9 MB in all, of the kinds listed above. They go out with the email and stay with your reply in the conversation.
Deleting a file
Anyone on your team can press Delete beside a file, for example when a customer asks. The conversation keeps a line saying who deleted it.
How long files are kept
Files stay with their conversation. A closed conversation and its files are deleted a year after its last message.
Still stuck? Write to hello@getswaru.com.