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Can I receive images from my customers in email or live chat?

Michelle

As a sales associate, effective communication with customers is key to providing excellent service. With our new feature, customers can now share images directly with you through chat and email. For chat portion of the feature is only available to retailers that are on Connect 2.0. As for emails, this improvement will be available for all retailers. Additionally, we have added the ability for associates to pinch and zoom on images shared by the shoppers. Giving them the ability to see finer details of the images that were shared.

 

Customers using Connect 2.0

Our new feature allows shoppers to attach and send images during a chat session  with a sales associate. Whether they are trying to show them a specific item or match a product, this tool can enhance the shopping experience. All images are moderated to ensure safety, with inappropriate content being filtered out automatically.

 

Here’s how it works: When a shopper is in a chat, they can upload an image file (like a PNG, JPG, GIF, or WEBP) directly from their device. The sales associate will be able to see the image live in the chat, making it much easier to assist them (see below)

 

 

  1. Select the Image Icon: Look for the new icon on the left side of the chat box that allows you to attach an image (Connect 2.0).

  2. Choose Your Image: Tap the icon and select the image you want to share from your device. Remember, you can only attach one image at a time, and it should not exceed 5 MB.

  3. Preview Your Image: Once selected, the image will appear in the chat window with a small “x” at the top right. If you change your mind, simply click the “x” to remove it.

  4. Send the Image: After reviewing your image, press the send button to share it with the sales associate.

  5. Await Confirmation: The platform will validate the image, and if it’s deemed appropriate, it will be visible to the associate. If not, you’ll receive a message indicating the image was not allowed.

 

 

Screenshot 2024-10-01 at 5.17.28 PM.png

 

 
  Associates in the app review the images uploaded by their customers in the chat window.   Screenshot 2024-10-01 at 5.24.50 PM.png

 

Email

 

This feature enables customers to attach images in emails sent to sales associates, enhancing understanding and communication through visual aids.

 

This is enabled for all retailers and is not behind a configuration. Images sent by the shoppers are moderated to ensure safety, with inappropriate content being filtered out automatically.

 

Images shared will be displayed in the email threads

Associates can pinch and zoom on images shared by the shoppers.

 

 Screenshot 2024-10-01 at 5.19.16 PM.png



FAQs

Q1: What file types can I share?  

A: You can share images in the following formats: JPG, PNG, GIF, and WEBP.

Q2: What happens if my image is too large?  

A: If your image exceeds the maximum size of 5 MB, a message will appear stating, "The file exceeds the maximum size of 5 MB. Please attach a smaller file."

Q3: What if my image is inappropriate?  

A: If the image is flagged, it won’t be displayed, and the associate will see a message indicating that an inappropriate image was removed.

Q4: Can I share more than one image at a time?  

A: Currently, you can only attach one image per chat message.

Q5: What is the size limit for images sent by email

A: Currently, each email can have attachments totaling up to 30MB and a maximum of 20 files can be attached per message.

 

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