# Send and receive files

Attach images, documents and short videos to a reply, and what each channel does with them.

You can send a customer a photo of the product, a price list in PDF or a short video straight from the conversation. Files customers send you appear in the conversation too, on every channel.

## Attach a file to a reply

1. Open the conversation in **Customer Support → Inbox**.
2. Click **Attach** under the reply box and choose the file. In the phone app, **Attach → Photo library** picks photos and videos.

On chat channels each file goes out as its own message as soon as it has uploaded. Write your text before or after it.

In an **email** conversation you can choose several files at once (up to 10). They are listed under the reply box and go out with your email when you click **Send email**. Click the × on a file to remove it before sending.

You need **Work** access to Customer Support to send files.

## What you can send

Each file can be up to **10 MB**, and a video up to **25 MB**. Ha Tang accepts:

| Kind | Formats |
|---|---|
| Images | PNG, JPEG, GIF, WebP, HEIC and HEIF (iPhone photos) |
| Video and audio | MP4, MOV (iPhone videos, stored as MP4), M4A, MP3 |
| Documents | PDF, TXT, CSV, ZIP, DOC, DOCX, XLS, XLSX |

Ha Tang checks that a file's content matches its type, so a renamed file is refused. If an upload fails, the reason appears next to the buttons, for example "Files must be 10 MB or smaller".

## What each channel does with your file

Platforms have their own limits. When a channel cannot carry a file, Ha Tang sends the customer a download link with the file name instead, so the message still arrives.

| Channel | Sent as a file | Otherwise |
|---|---|---|
| Website and app chat, email | Every file | |
| Zalo OA | Images up to 1 MB; PDF, DOC and DOCX up to 5 MB | Download link (videos too: Zalo OA takes no video) |
| TikTok Shop | Images up to 5 MB | Download link |
| TikTok | Images up to 10 MB | Download link |
| X | One image (up to 5 MB) or one MP4 video (up to 15 MB) per message | Download link for the rest |
| Personal Zalo | MP4 videos show as a video with a preview, as if sent from the phone; other files up to 25 MB | Download link |
| WhatsApp | Videos up to 16 MB play in the chat | Larger videos go as a document |
| Telegram | Files up to 20 MB | Download link |
| Messenger, Instagram, LINE | Sent through the platform | The platform's own limits apply; a refused file shows **Not delivered** |

## Files from customers

Images show in the conversation; click one to open it full size. Other files show as a link with a paperclip; click to download. HEIC photos show as a link, because browsers cannot display them.

Ha Tang copies files from the platforms so they stay available after the platform's own link expires. Most channels keep files up to 10 MB; Telegram up to 20 MB; WhatsApp videos and documents, LINE and personal Zalo up to 25 MB.

## Troubleshooting

| Problem | Cause | What to do |
|---|---|---|
| "Files must be 10 MB or smaller" (videos: 25 MB) | The file is too large | Compress it, record a shorter video, or share a link to it in a message |
| "File type … is not allowed" | The format is not in the list above | Save it as PDF or an image, or zip it |
| "File content does not match its type" | The file was renamed, or is damaged | Export it again from the original app |
| The customer got a link instead of the file | The channel's limit is lower than the file | Send a smaller file if they need it in the chat |