Connect · Conversations

How to attach, find, and download files in conversations

Share files from your computer or CRM and revisit them in the conversation history.

Two support teammates reviewing a service document together in a bright office.

Published on November 2, 2026

Files keep important information with the conversation where the team needs it. Share a proposal, photo, or support document without losing context, then return to it in the history when someone continues the case.

Connect lets you choose the file source: use a document already stored in CRM or select one from your computer.

Attach a file from your computer or CRM

Open the right conversation and confirm the contact name. In the composer, select the paperclip icon. The Documents menu offers Document in CRM and Document from PC.

Connect conversation Documents menu with Document in CRM and Document from PC options — Choose whether to reuse a file stored in CRM or upload one from your computer.

Select Document in CRM to choose a file already available in CRM, or Document from PC to browse your computer.
Wait until the file appears in the message and add a sentence explaining what the contact should review.
Confirm that you are in the right conversation, then send the message. The file stays in the history with the text you sent.

Find the conversation later

Use the inbox search to find a conversation by the contact’s first or last name, phone number, or the most recent message text. For example, search for “Sofía Ramírez” and open the result to review the files exchanged in that thread.

Searching Connect conversations for Sofía Ramírez — Search takes you back to the thread, where you can review its messages and files.

Conversation search does not find files by filename or file contents. If you do not remember the contact’s name, try their phone number or a recent message phrase, then open the correct thread.

Download or review a file again

In the conversation, scroll to the message containing the file. Documents appear as downloadable items: select one to open or download it, depending on your browser settings. Supported images, audio, and video can be displayed or played in the history.

Connect conversation showing an attached file and its accompanying message — The file and its message stay together in the conversation history.

Keep in mind: the Connect composer supports files up to 100 MB. An external channel or provider may set a lower limit. If a file does not upload or send, check its type and size and the channel’s requirements.

Example

A customer sends a photo of equipment that needs service. The agent finds the conversation, attaches a PDF report from their computer, and explains what the diagnosis covers. A few days later, any agent with access to the thread can find it by the customer’s name and download the same report from the message without asking the customer to send it again.

Good practices

Check the contact and channel before sharing information.
Use clear filenames and current versions.
Add a short explanation so the recipient knows what the file contains.
To find a file later, locate the conversation first and review its history; filename is not a search criterion.