DobroDesk Help Center
Send files and screenshots in the website widget
Attach screenshots, PDFs and simple text files to a live chat or offline support request, verify the preview and find the files in the DobroDesk Inbox.
What you'll achieve
Customers can send useful visual evidence safely and your team receives each accepted file in the correct conversation.
Where customers can add a file
Attachments are available in both customer message layouts. In live chat, file and image actions sit inside the composer beside the Send button. In the offline contact form, Attachments appears as a separate form section before the request is submitted.
Image files show a preview before sending and inside the conversation. PDFs, CSV and text files show the file name and size. A customer can remove any pending file before sending the message.
Attachments become part of the public customer conversation. Use an internal note in DobroDesk for files that should never be visible to the customer.
Supported files and current limits
- Images: PNG, JPG, JPEG and WebP. Each image can be up to 10 MB.
- Documents: PDF, plain text and CSV. A non-image file can be up to 25 MB.
- One message can contain up to 10 files with a combined total of 25 MB.
- Executable files, renamed unsupported files and content that does not match its file type are rejected.
- A message may contain text, attachments or both. Add a short explanation whenever the file alone may be unclear.
Do not ask customers to attach passwords, full payment-card data, authentication codes or secret access tokens. Use the minimum evidence needed to understand the issue.
Attach and review a screenshot
Open Contact support in the website widget.
Choose the image action for a screenshot or the file action for another supported file.
Select the file and check its preview, name and size before sending.
Remove the file and choose it again if it is the wrong image or contains information that should not be shared.
Add a short message explaining what the screenshot shows, then select Send once.
Keep the widget open until the message is accepted. If the message succeeds but one upload fails, DobroDesk keeps the attachment ready so the customer can retry without selecting it again.
Verify the attachment in DobroDesk
Open the Inbox selected in this widget's settings and find the test conversation.
Confirm the customer message shows the expected attachment name and size.
Open the image preview or download the document and confirm it is readable.
Send a public reply and return to the same widget session to verify the conversation continues normally.
If a file is rejected or does not upload
- Check the extension and size against the supported list above.
- Export phone screenshots as PNG, JPG or WebP instead of an unsupported image format.
- Reduce the number or total size of files and send them in separate messages when needed.
- Keep the original message visible and retry the failed attachment after the connection recovers.
- If the same valid file keeps failing, record its type and approximate size, the public page URL, test time and visible error for DobroDesk support. Do not send the private file itself unless support asks for a safe sample.