The Live Chat widget lets website visitors share context without typing long messages. Visitors can send files, images, PDFs, audio files, and voice notes directly from the widget, including attachment-only messages. Your team reviews these messages in the Inbox, and your AI Agents can respond to supported images and voice notes when enabled.
This makes it easy for a prospective patient to send a photo of a treatment area, a copy of an intake form, or a quick voice note describing what they are looking for, all inside the same chat.
Note: File attachments in Live Chat may contain protected health information (PHI), such as clinical photos, intake documents, or identifying details in a voice note. Review, store, and share these files in line with your practice's HIPAA policies and Business Associate Agreement.
Attachments and voice notes let website visitors send more than plain text through the Live Chat widget. Visitors can upload supported files, send audio attachments, or record voice notes directly inside the widget. These messages appear in the Inbox, where your team can review, preview, play, download, or respond based on the file type.
Live Chat routes website messages directly into the Inbox, keeping visitor messages, uploaded files, and voice notes in the same place your team already uses to manage live conversations.
Faster visitor communication: Visitors can upload files, send audio, or record voice notes instead of typing long explanations.
Better context for your team: Screenshots, PDFs, images, and voice notes help staff understand the request before replying.
Attachment-only messages: Visitors can send files or audio without being required to add text.
Audio preview before sending: Visitors can review a recorded voice note before submitting it.
Inline audio playback: Audio messages render as playable audio cards with controls for play, pause, seeking, mute, restart, and playback speed.
Smarter AI workflows: Your AI Agents can process supported images and voice notes when the correct AI response settings are enabled.
Cleaner widget controls: You choose whether the attachment and microphone icons appear in the Live Chat widget.
Supported file rules protect the visitor experience and prevent unsupported or oversized files from being sent through the widget. Use the formats below to make sure visitors can share files successfully and your team can open them in the Inbox.
Record and send voice notes from the Live Chat widget.
Upload supported audio files.
Upload supported image and document files.
Send files, audio, or voice notes without adding text.
Preview audio before sending.
Track upload progress while files are being attached.
.jpg
.jpeg
.png
.heic
.pdf
JPG and PNG files can show inline previews, while HEIC and PDF files may appear as downloadable filenames instead of inline previews.
Voice notes and audio attachments display as playable audio cards in the widget and the Inbox. The inline player includes:
Play and pause
Waveform
Seek controls
Mute and unmute
1x, 1.5x, and 2x playback speed
Restart audio
AI Agent audio response supports voice notes and audio file inputs. Supported uploaded audio formats include OGG, MP3, MP4 audio-only, AAC, M4A, and MPEG.
Maximum files per message: up to 5 files.
Per-file size limit: up to 25 MB.
Unsupported file types, oversized files, and duplicate file selections may be blocked automatically.
The visitor-side upload flow is simple on desktop and mobile. Visitors can use the attachment icon to upload files, drag files into the widget on desktop, or use the microphone icon to record a voice note.
Open the Live Chat widget on the website.
Click the attachment icon or drag supported files into the chat composer.
Select the file or files to attach.
Wait for the upload progress indicator to complete.
Send the message.
Visitors can send attachment-only messages, so a typed message is not required when sending supported files or audio.
Open the Live Chat widget. Click or tap the microphone icon.
Allow microphone access when the browser prompts for permission.
Record the voice note.
Preview the audio before sending.
Send the voice note.
If microphone permission is denied, the widget shows an actionable message so visitors know how to fix the issue.
Proper setup ensures visitors can send the right message types and your team can review them in the Inbox. Live Chat must be installed and embedded on your website before messages can route into the Inbox, so start by confirming the widget is active, configured correctly, and available to visitors.
Go to Web Tools → Chat Widget. Create or open a Live Chat widget.
Go to Chat Window → Additional Options.
Confirm Allow sending voice notes is enabled if visitors should send voice notes.
Confirm Allow sending attachments is enabled if visitors should upload files.
Save the widget.
Embed the widget on your website by copying the Chat Widget embed code and adding it to your site, or by enabling the widget through your website or funnel settings if the page is built in your account.
Open the website as a visitor and test the widget.
Send a file, an attachment-only message, and a voice note.
Confirm each message appears correctly in the Inbox.
The Inbox gives your team a centralized place to review visitor messages, files, and voice notes. Because Live Chat messages route into the Inbox, staff can manage visitor context without switching tools.
Your team can review inbound files and voice notes from the conversation thread:
JPG and PNG files may show inline previews.
HEIC and PDF files may appear as downloadable filenames.
Audio messages render as playable audio cards instead of raw links.
Staff can preview, play, download, or respond based on the file type.
Files may be saved to the Media Library or added to the contact's Documents tab when available from the message options.
Your AI Agents can respond to richer visitor messages when image and voice note response settings are enabled. Based on your workflow, you can allow the agent to respond to images, voice notes, or both. This helps the agent use visual or audio context from the visitor's message instead of relying only on typed text.
To enable AI Agent responses for images, voice notes, or both:
Go to AI Agents → Agent List.
Click the three dots next to the agent you want to configure. Select Edit.
Enable one or both options under Bot Settings → Also allow this bot to respond to:
Images
Voice Notes
Save your changes.
When Images is enabled, the agent can analyze supported visitor-shared images and reply with context-aware messages. Supported image types currently include JPG, JPEG, and PNG. HEIC files may be uploaded as Live Chat attachments, but HEIC support for AI image response may be limited.
When Voice Notes is enabled, the agent can process supported audio by transcribing the voice note, passing the transcript to the agent, and generating a context-aware reply. If voice note handling is enabled, the agent can process and reply to voice notes automatically. If it is disabled, the configured fallback messaging is shown.
Note: PDFs are not supported for AI image response.
Most upload and recording issues are caused by unsupported file types, large files, duplicate attachments, browser permissions, or slow network connections.
File is too large: Compress the file or choose a smaller version.
File type is not supported: Convert the file to a supported format before uploading.
Duplicate file warning appears: Remove the duplicate and attach a different file.
Upload is slow: Wait for the progress indicator to complete or try again on a stronger connection.
Drag-and-drop does not work: Drag the file from the computer's file explorer or use the attachment icon instead.
Microphone permission is denied: Allow microphone access in the browser settings and try recording again.
AI does not respond to an image or voice note: Confirm the correct AI Agent setting is enabled for Images or Voice Notes.
Can visitors send attachments without typing a message?
Yes. Visitors can send attachment-only messages from the Live Chat widget.
Can visitors record voice notes inside the Live Chat widget?
Yes. When Allow sending voice notes is enabled, visitors can record, preview, and send voice notes directly from the widget.
Can I turn off file uploads but keep voice notes enabled?
Yes. The attachment and voice note options are controlled separately, so you can enable or disable each one based on the experience you want visitors to have.
Can visitors send PDFs?
Yes. PDFs are supported as Live Chat attachments, but they may appear as downloadable filenames instead of inline previews.
Can AI Agents read PDFs sent through Live Chat?
No. AI image response is for supported image formats. PDFs are not currently supported for AI image response.
Can AI Agents respond to voice notes?
Yes, when voice note response is enabled for the agent. The audio is transcribed and the transcript is passed to the agent so it can respond.
Will the agent reply with an audio message?
No. AI Agents typically reply using standard channel messages, usually text, for compatibility.
Why do HEIC files not preview inline?
HEIC files may be uploaded as Live Chat attachments, but they may not preview inline depending on browser support. Download the file and open it locally if preview is unavailable.
