E-commerce
July 1, 2026
Attachments can speed up a resolution: a photo of a damaged product, an error screenshot, an invoice, a proof of delivery, a label, or a technical document. But they can also contain personal data or sensitive information.
The chatbot should only request an attachment when it truly helps. It must explain what to send, what to mask, which formats are accepted, and when an agent needs to verify.
This guide explains how to use photos and documents in an e-commerce conversation without creating unnecessary risk.
Summary
Why are attachments useful?
A photo can show a defect that the customer would have difficulty describing. A screenshot can prove a payment error or a contradictory offer. A document can confirm a reference or a serial number.
The chatbot can therefore save time by asking for the right document at the right time. But it should not turn every request into an automatic collection of files.
A useful attachment answers a specific question. An unnecessary attachment adds risk.
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When should you request an attachment?
Common cases include a damaged product, a visible error, a delivered package not received, proof of campaign, a non-working code, an untraceable product reference, or an application issue.
The bot must first understand the request. Only then does it ask for the file that helps resolve the issue.
How to ask without exposing data?
The bot must specify what needs to be masked: full card number, ID, banking details, full address if it is not necessary, or third-party information.
It can say: "You can send a screenshot while masking sensitive information. The error message and the date are enough for us."
Which formats and limits should be explained?
The customer needs to know which formats are accepted, what the maximum size is, and what to do if the file is not accepted. A simple answer avoids creating further technical frustration.
If the channel is not suitable for a sensitive document, the bot must direct the user to a secure procedure.
How do I use the attachment?
The chatbot can use the document to understand the issue, but it must remain cautious if a business or legal decision depends on the document.
For example, a photo can help identify a defect, but a refund or replacement may still require human validation.
Which flow to follow?
The flow must request the right file at the right time.
Understand the request before asking for an attachment.
Determine if a photo, screenshot, or document speeds up the resolution.
Explain what to send and what to obscure.
Analyze or transmit the attachment according to the level of risk.
Transfer sensitive documents or decisions requiring validation.
Which messages should be used?
For a product photo: "A photo of the defect can help us. Try to show the entire product and the detail in question."
For a screenshot: "You can send a screenshot while hiding sensitive data. The error message must remain visible."
For a sensitive document: "This type of document must go through a secure channel. I will guide you to the right procedure."
When to transfer?
Transfer is necessary if the document contains sensitive data, if the customer requests a refund, if a proof of delivery is disputed, or if a document must be manually verified.
The bot must transmit the file type, the context, the request, and the useful visible elements, without uselessly copying personal data.
Which KPIs should be monitored?
Track requested items, rejected files, expedited resolutions, detected sensitive documents, and evidence-related transfers.
This data shows whether file requests are useful or too frequent.
Which mistakes should be avoided?
Avoid requesting an attachment out of habit, collecting sensitive documents in the wrong channel, or promising an automatic decision based on a photo.
The chatbot should use files as an aid, not as an unfiltered collection.
How can Qstomy help?
Qstomy can use the customer, cart, order, and support context to answer clearly, then hand over sensitive cases with an actionable summary.
The chatbot helps the customer move forward without exposing unnecessary data or promising an unverified action.
Explore AI support, the AI sales agent or request a demo.
Key takeaways
Key Takeaway
Attachments speed up support when they are requested with a clear objective.
What the customer must understand
The customer must know what to send, what to hide, and why the file is useful.
The right limit for the chatbot
The chatbot can qualify the proof, but it must hand over sensitive documents and key business decisions.
Enzo
July 1, 2026
