E-commerce
July 1, 2026
A customer can send a photo of a damaged product, an error screenshot, an invoice, a proof of payment, or a document requested by support. If the file cannot be uploaded, is unreadable, or contains too much sensitive information, the resolution slows down.
The chatbot must explain which files are useful, which formats are accepted, how to avoid sending sensitive data, and when human verification is necessary.
This guide shows how to manage customer questions about attached files in a clear and secure manner.
Summary
Why are attachments important?
A good attachment can speed up a refund, a warranty claim, a delivery investigation, or a payment correction. Conversely, a bad attachment can create an unnecessary follow-up: blurry image, wrong document, cropped screenshot, or a file that is too large.
The chatbot must help the customer provide the useful proof on the first attempt, without asking for more information than necessary.
A useful attachment must prove the issue without unnecessarily exposing the customer.
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Which files should be requested depending on the case?
For a damaged product, a photo of the product, the packaging, and the label is often required. For a payment, a screenshot must show the amount, the date, and the status, but not the complete card details.
For a technical error, a screenshot of the message, the browser, or the step concerned may be sufficient. The bot must adapt the request to the problem.
How do you explain the formats?
The chatbot can specify the accepted formats, maximum size, and number of files if these rules are available. It can also suggest reducing the size or sending a more legible image.
If it does not know the exact limits, it must avoid making up a format and suggest a transfer or an alternative channel.
How to protect sensitive data?
The customer must not send any password, verification code, full card number, identity document, or medical data unless a secure procedure explicitly requests it.
The bot must recall this rule before asking for financial or personal proof.
How to handle a file that has not been received?
If the file does not upload, the chatbot can suggest checking the format, file size, connection, browser, or retrying with a smaller screenshot. It can also create a ticket and indicate that an agent will request the file through the appropriate channel.
The client must know if their case is progressing despite the upload failure.
Which flow to follow?
The flow should only request the necessary proof.
Identify the issue: product, payment, delivery, return, warranty, or technical bug.
Indicate the useful files and the information that must remain visible.
Remind about sensitive data to mask or not to share in the chat.
Verify format, readability, size, and receipt status if the file fails.
Forward sensitive documents, blocked files, disputes, and hard-to-verify proofs.
Which messages should be used?
To prove it: "A clear photo of the product and the packaging can help process the file faster."
For security: "Mask unnecessary information such as full card numbers or verification codes."
For error: "If the file does not go through, I can forward the ticket so that an advisor can offer you a suitable channel."
When to transfer?
Transfer is necessary if the file contains sensitive data, if the client needs to send an official document, if the download fails several times, or if the proof requires human interpretation.
The bot must transmit the file type, problem, format, send attempt, urgency, and expected action.
Which KPIs should be monitored?
Track rejected files, missing attachments, requests for proof, problematic formats, sensitive data sent, resolution times, and post-upload satisfaction.
These data show whether the support team is asking for the right elements at the right time.
Which mistakes should be avoided?
Avoid asking for too many files, letting the client send sensitive data, failing to explain why proof is necessary, or blocking the entire file over a failed upload.
The chatbot should make sending proof simpler and safer.
How can Qstomy help?
Qstomy can connect the chatbot to support conversations, attachments, authentication rules, internal alerts, the CRM, the catalog, product filters, and privacy procedures to respond clearly, and then hand over sensitive cases with an actionable summary.
The chatbot helps the customer move forward without inventing a file validation, a confirmed identity, a business alert, a persona, or a product filter that still needs to be verified by a secure and reliable source.
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Key takeaways
Key Takeaways
Attachments must be requested according to the issue, ensuring format, readability, security, and data minimization.
What the customer must understand
The customer must know which proof to send and which information to redact.
The right chatbot limit
The chatbot can guide simple submissions, but it must hand over sensitive documents, blocked uploads, and proofs requiring interpretation.
Enzo
July 1, 2026
