Klaviyo Helpdesk: How to send and receive media in a ticket

You will learn:

• Which channels support media exchange.
• How to send images and files to customers.
• Best practices for using media in support interactions.

Overview

Whether you need to share a screenshot to guide a customer through a process, provide a return label, or view an image a customer has sent you, Klaviyo Helpdesk supports rich media sharing across multiple channels.

Agents can now share media directly with customers on Email, Webchat, Instagram, SMS, and WhatsApp.

Supported channels for media

The following channels support both inbound (receiving) and outbound (sending) media:

Supported file types and image size limits depend on the channel. The file picker filters for the types you can send in the current ticket. You can attach 1 image per reply; supported non-image files are inserted as links in the reply text.

How to send media to customers

Sending media is useful for educating customers (e.g., "How-to" screenshots) or facilitating transactions (e.g., sending a return shipping label).

1. Navigate to Helpdesk and open the specific customer ticket.
2. Select Reply rather than Note in the composer dropdown to send a message to the customer.
3. In the reply box, click Attach files (the paperclip icon).

4. Select a supported file from your computer. Wait for the upload to finish, then confirm that the image preview or file link appears in your reply. If an upload error appears, resolve it before sending.

5. Enter a brief explanation in the reply box. An image attachment alone does not enable the send button; include text with it.

6. Click Send Message (the upward-arrow icon).

Your reply and its media appear in the ticket's conversation history. Images appear as attachments, and supported non-image files appear as links in the message. The customer's display depends on the channel and the app they use to read your reply.

Viewing inbound media

When a customer sends you an image or file, it will appear directly in the conversation thread.

• Preview: Most image files (JPG, PNG) will display a preview thumbnail.
• Full view: Click an image thumbnail to open a larger view. For files displayed as attachment cards, click the download icon to download the file.

Best practices

• File size: Keep attachments small to help them deliver quickly. For MMS (text), we recommend keeping images under 600 kB. If Helpdesk reports that an image exceeds the channel's size limit, reduce its size and upload it again.
• Clarity: When sending screenshots, ensure sensitive customer data (like PII) is redacted if it is not relevant to the current conversation.
• Context: Always accompany a file with a brief text explanation so the customer understands what they are receiving.

Additional resources