Choose the channel policy
Enable chat attachments only when files are useful to the support process. Tell visitors not to upload passwords, payment details, or unrelated personal records.
Set retention deliberately
Choose a retention period that supports the team's work without keeping chat files indefinitely. Align it with the organisation's privacy commitments.
Check a sample upload
Use a harmless test file, confirm it appears in the ticket, and verify that agents can open it. Never use real customer documents for a setup test.