Problem
Intercom currently applies a global setting for file delivery (either all attachments or all links).
This creates issues:
- Compliance constraints: Some B2B partners (e.g. German Netzbetreiber) cannot open links → require PDF attachments
- Manual workarounds: Agents must download and resend files via other tools
- Different team needs:
- Some teams need attachments (PDFs)
- Others prefer links (videos/images)
- No way to automatically handle large files (>20MB)
Proposed Solution
- Hybrid logic (size-based):
- ≤20MB → send as attachment
-
20MB → send as link
- Team/inbox-level settings:
- Configure file delivery per team (not globally)
- (Optional) Per-message toggle for agents
Impact
- Reduces manual work
- Supports compliance requirements
- Improves speed and flexibility across teams
Would love to see this supported 🙌