Attachment handling

By default, your AI Agent hands off all emails that have attachments to human agents.

Setting up your handoff

You’ll need to add a field to your handoff block to ensure attachments pass into your agent platform.

• Add the File Data Token field from the Optional Inputs, and in that field, add the email_attachments variable to ensure that your AI Agent can pass any attachments to Zendesk.

We currently support passing email attachments on the following handoff blocks:

• Zendesk Ticketing block
• Salesforce Case block
• Email block

Ada securely saves attachments upon receiving them, and deletes them automatically after 24 hours.

In the Conversations view, you can see if customers sent attachments by looking in the conversation metadata. If the email_has_attachments metavariable appears in the list, the customer’s email inquiry contained attachments. If the variable doesn’t appear, there weren’t any attachments.

Accepted file types

Your AI Agent can pass along files with the following extensions to agents:

File size restrictions

AI Agents can send up to 30 MB in files with a handoff. Different email clients and receiving agent platforms have their own limitations on file sizes (e.g., Gmail has a limit of 25 MB), so if a customer tries to send a large attachment, it might not get delivered to your AI Agent or passed on to your agent platform.

Restricted file handling

If your AI Agent restricts a file from being passed through to your agent platform, either due to its size or an unsupported file extension, it adds a comment to the ticket explaining which file(s) it restricted, and why.