--- title: "File Attachment Support" slug: "file-upload" updated: 2026-07-08T06:00:40Z published: 2026-07-08T06:00:40Z canonical: "help.symphonysummitai.com/file-upload" stale: true --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # File Attachment Support The AIW Agent now enables users to upload files directly through the conversational interface while creating or updating Incident tickets. This capability enhances issue reporting by allowing users to share supporting evidence such as screenshots, log files, documents, and reports without leaving the chat experience. The uploaded attachments are validated, analyzed by the AIW agent, and linked to the corresponding Incident ticket, providing richer context for troubleshooting and faster issue resolution. The following infographic depicts the key capabilities of this feature. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-5QD9RYBG.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) ****Use Case**** **Scenario**: **Application Login Failure** An End User is unable to access an application and receives an unexpected error message. **User Action** The user initiates a conversation with AIW and uploads a screenshot of the error. **AIW Response** The AIW agent: - Reads the screenshot. - Identifies the visible error message. - Associates the attachment with the Incident. - Uses the information to assist with troubleshooting. **Outcome** The support analyst reviewing the Incident immediately sees: - The screenshot. - The user-reported issue. - Relevant troubleshooting context. This eliminates the need to request the screenshot separately and accelerates diagnosis. **Supported File Types** The AIW agent supports the following file formats for attachment: | Category | Supported Extensions | | --- | --- | | Images | .jpg, .jpeg, .png | | PDF | .pdf | | Word | .docx | | PowerPoint | .pptx, .ppsx | | Excel | .xlsx | | Web/Markup | .html, .xml | > [!NOTE] > Note > > File Attachment Support is available only for Incident Management module. ### File Upload Functionality 1. Log in to the Application as an End User. 2. Click on the AIW Chat icon. 3. Attach a file while creating the incident or updating an existing incident. Example: I need to update the Incident ID 287. Updating the error screenshot. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/FU1.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) Figure: Upload Attachment 4. AIW displays the following message once the attachment is uploaded. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/FU2.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) Figure: Attachment Uploaded > [!NOTE] > Note > > - Users can upload up to 5 attachments at a time > > **Screenshot** > > ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/FU4.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) > > Figure: 5 Attachments > - The maximum allowed file size per attachment is 4 MB. > - Duplicate attachements are allowed. > > **Screenshot** > > ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/FU3.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) > > Figure: Duplicate attachements ### Error Handling A smarter upload experience starts with better validation. The system validates the attachment limit and displays an error message if a user attempts to upload more than 5 attachments at a time, ensuring the allowed upload limit is not exceeded. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/FU5.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) Figure: Maximum File Attachment Error Uploading large files is now easier to manage. Users receive an immediate error message if a file exceeds the permitted size limit, allowing them to take corrective action without confusion. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/FU6.png?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D) Figure: File Size Exceeds ### Best Practices For optimal results, follow these best practices ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/best_Practices.jpg?sv=2026-02-06&spr=https&st=2026-11-07T16%3A32%3A09Z&se=2026-11-07T17%3A32%3A09Z&sr=c&sp=r&sig=oqBSoFLncfJzRpFPPN4x9veeQMP9QkWE%2F3Ckq4WyE78%3D)