Business Problem:

As a business that regularly shares files with customers (product catalogs, videos, high-resolution images, and detailed PDF guides), we are currently blocked by the 20 MB file size limit when sending attachments to Contacts. Many of the files we need to send exceed this limit, which forces us to compress files at the cost of quality or split them into multiple parts.

Desired Outcome:

Increase the maximum file size allowed when sending attachments to Contacts, so agents can send larger files (e.g. up to 100 MB) directly through the conversation without workarounds.

Use Cases:

Sending high-resolution product images and full catalogs to customers.

Sharing product or tutorial videos directly in the conversation.

Sending detailed PDF guides and documents that exceed 20 MB.

Current Workaround:

We compress files (losing quality), split them into multiple files, or upload them to an external service and send a download link — all of which add friction for both the agent and the customer.