E-commerce
July 1, 2026
"I sent the photo, did you receive it?" "The chat is rejecting my PDF." "What happens to my documents?" Three tickets where a support attachment blocks customer service resolution.
The e-commerce attached files support covers photo/PDF reception, rejected formats, size limits, proof of damage, and privacy questions. Distinct from incomplete messages (#893): here the focus is on the attached file itself, not the vague message with no attachment.
This guide #895 deploys the CUSTATT-SUP policy, flow CA-1 to CA-8, and the CUSTATT-MAP matrix. Paired for the future of CS with the attachment bot (#896).
Summary
Why do email attachments create tickets?
Widget without reliable upload, 5 MB limit, agent who cannot see the file: the customer resends the same proof three times. Without a CUSTATT procedure, there is confusion with messy message #893 or image rights #871.
Five typical attachment frictions
Not received: customer thinks they sent it, empty ticket
Format rejected: HEIC PDF blocked by widget
Excessive size: 15 MB photo rejected
Confidentiality: fear of data storage
After-sales proof: damage invoice to be validated
DTC retail example
DTC fashion, 11 custatt_ tickets/month. After CUSTATT-MAP: custatt_attachment_resolution_rate 87%, useless resends -43%.
CUSTATT #895 vs MESSYMSG #893, PHOTOPROOF #897, PHOTOREM #871 and bot #896
Five file evidence contents, five distinct angles.
Quick matrix
#895 CUSTATT: manage attachments photos PDF reception format size security
MESSYMSG #893: emojis screenshots blurry message distinct attachment management
CLARIFY #894: clarification bot before structured attachment
PHOTOPROOF #897: damage photo protocol acceptance criteria
PHOTOREM #871: image rights UGC withdrawal distinct CS attachment
#895 = is the file received, valid, secure? #897 = is the damage photo usable?
Promise #895
CUSTATT-SUP policy, CUSTATT-GATE tree, 8 macros, confirm reception and guide resend, KPI custatt_attachment_resolution_rate.
Which custatt_* typologies should be classified?
Action-oriented classifier: not_received u2260 wrong_format u2260 security_question.
Eight CUSTATT-MAP typologies
custatt_not_received: Attachment missing on the agent side
custatt_wrong_format: Unaccepted format (HEIC, etc.)
custatt_too_large: Maximum size limit exceeded
custatt_security_question: Storage privacy question
custatt_proof_submitted: Proof sent (after-sales service, damage, invoice)
custatt_multiple_files: Multiple attachments, sequencing confusion
custatt_corrupt_unreadable: Unreadable or corrupted file
custatt_resend_request: Resend procedure request
Policy CUSTATT-SUP: Agent Rules and Escalation
The CUSTATT-SUP policy establishes receipt verification and security transparency.
Six CUSTATT-SUP rules
CHECK-ATTACHMENT-FIRST: CUSTATT macro looks up attachments before "resend"
Confirm receipt: CUSTATT-RECEIVED-CONFIRM if file is visible
Guide format: CUSTATT-FORMAT-GUIDE JPG PNG PDF accepted
Limit size: CUSTATT-SIZE-LIMIT register MB max
Data transparency: CUSTATT-SECURITY-INFO retention usage
Escalate proof: CUSTATT-ESCALATE-SAV if proof_submitted
Situation matrix (agent)
Attachment received OK: RECEIVED-CONFIRM + ESCALATE-SAV if proof
HEIC Format: FORMAT-GUIDE conversion to JPG
Too heavy: SIZE-LIMIT + RESEND-GUIDE compressed
Parcel damage: handoff PHOTOPROOF #897 if photo criteria met
Flow CA-1 to CA-8: standard resolution
Eight sequential steps, SLA P3 custatt < 24 h, escalate SAV if proof_submitted.
Flow CA-1 to CA-8
CA-1 Triage: read ticket, tag custatt_*, attachment or message alone #893?
CA-2 Lookup: helpdesk attachments, name size format
CA-3 Verify: received readable or upload failure
CA-4 Classify: custatt_* via CUSTATT-MAP
CA-5 Execute: RECEIVED, FORMAT, SIZE, SECURITY, RESEND, ESCALATE
CA-6 Confirm: macro CUSTATT-DONE attachment status next step
CA-7 Test: customer sent valid resend or proof processed
CA-8 Close: KPI custatt_attachment_resolution_rate + brief #896
Eight ready-to-paste CUSTATT-* macros
Macros aligned with registry formats, limits, and data policy.
CUSTATT-* Library
CUSTATT-ACKNOWLEDGE: "We are processing your attached file. Thank you for the copy provided."
CUSTATT-RECEIVED-CONFIRM: "We have successfully received {{nom_fichier}} ({{format}}, {{taille}})."
CUSTATT-FORMAT-GUIDE: "Accepted formats: {{formats}}. Convert HEIC to JPG if necessary."
CUSTATT-SIZE-LIMIT: "Maximum size: {{Mo}} MB. Compress or send via {{canal_alt}}."
CUSTATT-SECURITY-INFO: "Your files are stored for {{durée}} for after-sales service processing. Support team access only."
CUSTATT-RESEND-GUIDE: "Resend via {{canal}}: {{lien}}. Ticket reference {{id}}."
CUSTATT-ESCALATE-SAV: "Proof forwarded to the after-sales service team. Response within {{SLA}}."
CUSTATT-DONE: "Summary: file {{statut}}. Action: {{résolution}}. Reference: {{id}}."
CUSTATT-GATE tree and agent-ready PJ register
Decision tree before requesting systematic resend or ignoring security question.
CUSTATT-GATE
Attachment visible in helpdesk? → RECEIVED-CONFIRM + process post-sales support
Attachment missing? → RESEND-GUIDE + check widget failure
Invalid format? → FORMAT-GUIDE
Too heavy? → SIZE-LIMIT + alternative email channel
GDPR question? → SECURITY-INFO register + DPO handoff if dispute
Minimum Internal Register
Document helpdesk: accepted formats, max size MB, attachment retention, backup email channel, damage proof procedure #897. Train agents: attachment ≠ messy message #893 ≠ image rights #871.
KPI, QA and handoff to bot #896
Measuring CUSTATT detects untreated product upload failures.
Four CUSTATT KPIs
custatt_attachment_resolution_rate: received attachment processed or guided resend OK / total
custatt_received_confirm_rate: % visible attachments with RECEIVED-CONFIRM
custatt_resend_unnecessary_rate: resends when attachment is already there
custatt_security_answered_rate: % security_question with SECURITY-INFO
Handoff #896
Export CUSTATT-MAP to upload widget bot: custatt_wrong_format custatt_too_large are priorities. Guardrail CUSTATT-UPLOAD-GATE: brief #896 formats size security on the bot side.
Edge cases: Scanned PDF, sensitive data, multiple attachments
Three cases out of the standard flow.
Scanned PDF illegible OCR
CORRUPT or RESEND-GUIDE clear photo. Do not reject without alternative.
Bank card visible on photo
Request resubmission masked. SECURITY-INFO. Do not store complete bank card.
Five damage photos
RECEIVED-CONFIRM each file. Handoff PHOTOPROOF #897 framing criteria.
Agent training: 20 minutes CUSTATT
Module: CHECK-ATTACHMENT first, RECEIVED-CONFIRM, FORMAT SIZE SECURITY, distinguish #893 #897 #896.
Exercises
Ticket A: "photo sent" attachment missing → RESEND-GUIDE not acknowledged
Ticket B: HEIC 12 MB → FORMAT-GUIDE + SIZE-LIMIT
Ticket C: "what do you do with my photos?" → SECURITY-INFO
How Qstomy structures CUSTATT in your stack
Qstomy route custatt_*, displays PJ agent preview, macros size format and handoff #896 upload bot.
Three bricks
Routing: intent attachment_issue vs messy_message vs photo_rights
Attachment registry: sync macros CUSTATT-* formats MB retention
Bot #896: secure upload widget-side
Scenario: retail DTC, 10 tickets/month PJ. RECEIVED-CONFIRM agents, bot #896 upload. custatt_attachment_resolution_rate goes from 71% to 89% in 4 weeks.
FAQ and CUSTATT deployment checklist
FAQ
Request resend without checking?
No. Systematic CHECK-ATTACHMENT-FIRST.
Difference #893?
#895 = attachment file management. #893 = emoji message capture without attachment focus.
Difference #896?
#895 = agents. #896 = bot receive and process attachment.
7-day Checklist
D1: CUSTATT-SUP + CUSTATT-MAP + size and retention format log
D2: 8 helpdesk macros
D3: routing matrix #893 #897 #871
D4: 20 min agent training
D5: custatt_* tags + KPIs
D6: RECEIVED vs RESEND vs SECURITY test
D7: bot brief #896 UPLOAD-GATE
Linking
Enzo
July 1, 2026
