E-commerce
July 1, 2026
"I attached the photo but the bot says it doesn't see anything." "Is my PDF secure?" Three exchanges where the upload widget fails or the attachment confidentiality is not explained.
An e-commerce AI chatbot for attachments receives photos and PDFs, validates format and size, confirms receipt, answers questions about file retention, and routes to customer service without exposing sensitive data.
This guide #896 covers intents bot_custatt_*, flow CUSTATTbot CAB-1 to CAB-8 and guardrails CUSTATT-UPLOAD-GATE. Partner bot of the CUSTATT playbook (#895). Use case: secure upload and attachment utilization on the widget side.
Summary
Why does the bot need to manage attachments?
Without reliable upload, the customer resubmits the same proof three times and opens ticket custatt_ #895. CUSTATT-UPLOAD-GATE and RECEIVED-CONFIRM-BOT reduce widget failures and security questions, separate from clarification of blurry message #894.
What the attachment bot resolves
Failed upload: 12 MB HEIC rejected without guidance
No acknowledgment: customer thinks they sent it, bot remains silent
Privacy question: storage retention not explained
CS proof: invoice damage to be routed to agent
Fewer tickets: decrease in custatt_not_received
DTC retail example
DTC fashion, upload gate + security copy. custatt_bot_upload_success_rate 91%, custatt_bot_deflect +34% in 5 weeks.
CUSTATTbot #896 vs CUSTATT #895, CLARIFY #894, PHOTOPROOF #897 and MESSYMSG #893
Five piece of proof file contents, five distinct roles.
Quick Matrix
#896 CUSTATTbot: bot receive validate confirm route security attachment
CUSTATT #895: agents manage tickets CA-5 attachment
CLARIFY #894: clarification incomplete message distinct upload
MESSYMSG #893: emojis captures without focus attachment management
PHOTOPROOF #897: damage photo protocol agent criteria
PHOTOREM #871: image rights UGC removal distinct CS attachment
Pipeline: customer attaches file → #896 upload gate → confirmation or handoff #895 / #897.
Which bot_custatt_* intents should be configured?
Eight attachment intents mapped CUSTATT-MAP #895.
Eight bot_custatt intents
bot_custatt_upload_receive: ingest file widget map
bot_custatt_format_validate: JPG PNG PDF accepted map
bot_custatt_size_validate: MB limit registry map
bot_custatt_received_confirm: acknowledgment of receipt name format size map
bot_custatt_security_answer: retention data access map
bot_custatt_resend_guide: guide resend alternative channel map
bot_custatt_proof_route: route proof customer service handoff map
bot_custatt_feed_loop: consume LOG #895 prioritize gate map
Each upload logs file_name format size_bytes upload_status custatt_* tag.
How should CUSTATT-MAP #895 be consumed?
The bot reads CUSTATT-MAP #895 + upload fields: accepted_formats, max_size_mb, retention_days, security_copy, custatt_feed_priority, proof_route_sla.
Attachment Guardrails
CUSTATT-UPLOAD-GATE: validate format size before processing content
RECEIVED-CONFIRM-BOT: always confirm valid attachment received
NO-OCR-SENSITIVE-BOT: do not read full credit card on photo
SECURITY-COPY-BOT: security_answer from registry is not improvised
FORMAT-GUIDE-BOT: HEIC → JPG clear instructions
PROOF-ROUTE-BOT: proof_submitted → handoff CS attachment context
CUSTATT-FEED-LOOP-BOT: LOG #895 enriches accepted_formats max_size
HANDOFF-CONTEXT-BOT: attachments handoff #155
CUSTATTBOT-SUP Policy in six rules
Six rules for upload manager attachment.
CUSTATT-UPLOAD-GATE: reject or guide before storing invalid file
RECEIVED-CONFIRM-BOT: systematic acknowledgment of receipt if upload OK
SECURITY-COPY-BOT: privacy answers from registry #895
NO-OCR-SENSITIVE-BOT: detect sensitive data and request masked resubmission
PROOF-ROUTE-BOT: proof of damage invoice escalated to after-sales service under proof_route_sla
CUSTATT-FEED-LOOP-BOT: each LOG #895 review gate within 48 hours
Flow CUSTATTbot CAB-1 to CAB-8
Eight-step flow: inbound upload validation confirmation route log handoff.
CAB-1 Ingest: widget file or security question without attachment
CAB-2 Upload gate: format_validate size_validate CUSTATT-UPLOAD-GATE
CAB-3 Classify: custatt_* via CUSTATT-MAP #895
CAB-4 Confirm or guide: received_confirm or resend_guide format_guide
CAB-5 Security: security_answer if security_question
CAB-6 Proof route: proof_route handoff CS if CS proof
CAB-7 Custatt feed: LOG #895 triggers gate adjustment
CAB-8 Log: upload_success_rate deflect file_metadata audit
TPL-CUSTATTbot-RECEIVED Example
"We have successfully received {{nom_fichier}} ({{format}}, {{taille}} MB). Your proof has been forwarded to the team. Response within {{SLA}}."
TPL-CUSTATTbot templates and touchpoints
Four short templates upload embed.
TPL-CUSTATTbot-RECEIVED
[received_copy map.] RECEIVED-CONFIRM-BOT. Name format size.
TPL-CUSTATTbot-FORMAT-GUIDE
[format_guide_copy map.] Formats {{accepted_formats}}. FORMAT-GUIDE-BOT.
TPL-CUSTATTbot-SECURITY
[security_copy map.] Retention {{retention_days}}. SECURITY-COPY-BOT.
TPL-CUSTATTbot-RESEND
[resend_copy map.] Channel {{canal_alt}}. Max size {{max_size_mb}} MB.
Touchpoints
Damage photo attached: upload gate + proof_route #897
HEIC refused: format_guide conversion JPG
"Is my data secure?": security_answer
LOG CUSTATT #895: custatt_feed adjusts gate
Edge cases and reroutes
Five cases outside the standard flow.
Blurry message without attachment: #894 CLARIFY not uploaded
Error screenshot: received_confirm + clarify if needed #894
Credit card visible in photo: NO-OCR-SENSITIVE resend masked
20 MB PDF: size_validate + resend email channel #895
Ticket custatt_ despite bot: custatt_feed review gate formats
Essential custatt_bot KPIs
Five CUSTATTbot steering metrics and correlation #895.
custatt_bot_upload_success_rate: valid attachments received / upload attempts
custatt_bot_deflect: bot resolved without customer service ticket
custatt_bot_received_confirm_rate: % successful uploads with acknowledgment of receipt
custatt_bot_security_answered_rate: privacy questions with security_copy
custatt_bot_proof_route_sla: proof_route handoff customer service delay
Target: upload_success close to 90% and deflect increasing after gate is active.
CUSTATTbot anti-patterns
Five common upload bot errors.
Upload without acknowledgment of receipt: REQUIRED-CONFIRM-BOT mandatory
HEIC rejection without guide: FORMAT-GUIDE explicit conversion
Improvised security response: SECURITY-COPY from registry #895
Bank card OCR: Strict NO-OCR-SENSITIVE
Ignoring feed #895: CUSTATT-FEED-LOOP adjusts max_size formats
CUSTATTbot with Qstomy
Qstomy on Shopify: secure upload widget, CUSTATT-MAP sync #895, gate size format, SECURITY-COPY templates, proof_route handoff, KPI custatt_bot dashboard.
Scenario: retail DTC, 14% of conversations with attachments. Gate + received_confirm + security_copy. custatt_bot_upload_success_rate 91%, custatt_ tickets -31% in 5 weeks.
Explore AI support and request a demo.
Checklist, FAQ and going further
CUSTATTbot Checklist (8 steps)
Sync CUSTATT-MAP #895: formats max_size retention security_copy
Policy CUSTATTBOT-SUP: 6 rules UPLOAD-GATE RECEIVED SECURITY
8 intents bot_custatt_*: flow CAB-1 to CAB-8
4 templates TPL-CUSTATTbot-*: RECEIVED FORMAT-GUIDE SECURITY RESEND
Upload widget: agent preview + encrypted storage retention
proof_route handoff: context PJ #155 to Customer Service
Red team HEIC 15 MB: format_guide + resend test
Dashboard KPI: custatt_bot_* section 9 + delta custatt_
FAQ
Difference #895?
#895 = agents process PJ tickets. #896 = bot receive, validate, confirm, route.
Does the bot read the content of the photos?
No for sensitive data. NO-OCR-SENSITIVE. Routing proof to human Customer Service.
Difference #894?
#894 = clarify incomplete message. #896 = security upload file management.
Difference #897?
#896 = receive PJ. #897 = damage photo criteria on the agent side.
Going Further
This week: activate CUSTATT-UPLOAD-GATE, templates received_confirm security_copy, proof_route handoff, measure custatt_bot_upload_success_rate.
Enzo
July 1, 2026
