About Email Attachments

Email Attachments can be received into Service Autopilot assuming certain criteria are met. This allows your clients to send you photos, documents, and spreadsheets. You'll be able to find these within Service Autopilot rather than having to go to your email provider to retrieve the attachments.  

The size limit for email attachments is 20MB. This is a common size limit across most email providers and is more than enough space to accommodate most email attachments. The limit is cumulative; the total size of all attached files cannot exceed 20MB

Not all file types can be successfully attached to an email. These are the supported file types that have been tested and verified to work:

  • Common documents: .doc, .docx, .xls, .xlsx, .ppt, .pptx
  • PDF's: .pdf
  • Text documents: .rtf, .txt
  • Photo files: .png, .gif, .jpg, .jpeg, .bmp

When an Attachment is received into Service Autopilot, it'll appear as a Ticket with the status of "open" like any other email (Note: this is contingent upon having an integrated email address). To view an email attachment, open the Review Ticket overlay for the email and locate the paperclip icon. The icon will be changed to the color blue if there is an attachment:


Click the icon to view the attached items. This will open an overlay where you can view and download the attachments.

Use the arrows at the sides of the overlay to scroll through the attached icons. Close the overlay by clicking the Close button or the "X" in the upper right corner of the overlay. 

If the attached file exceeds the 20MB limit, warning messages will display this in Service Autopilot. To view attachments that exceed the file size or are not a valid file type, you'll need to access the attachment from your email provider. 

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