Ask for a file

The Ask for a File step asks the customer to send a photo or document and waits until they do.

Find it in the Ask a Question group of the palette.

Settings

Setting	Notes
Message	The request, for example Please send a photo of the damaged item
Accepted types	Any of image, document, video, audio, separated by commas. Leave it empty to accept any file.
Save as variable	The variable the file is saved in, uploaded_file by default
If they reply with something else	What to send when the customer types a message instead of sending a file
Required	Keep asking until a file arrives

Use the file

Later steps can use the saved file, for example {{uploaded_file.mime_type}} for its type and {{uploaded_file.caption}} for any caption the customer added. For example, pass it to your team with Request intervention so the photo is right there when an agent opens the chat, or send it to your own system with an HTTP Request step.

Common uses

• Photos of a damaged or wrong item for a return
• A payment screenshot
• An ID or address proof
• A prescription or a document to review

Tip

Say exactly what you need, for example a clear photo of the item and its label. A vague request gets a vague photo and another round of messages.