Attach files and reply by email
Send screenshots, logs, and PDFs with a ticket, answer a ticket from your inbox, and learn when the team replies.
You can add files to a ticket and answer a ticket from your email. Ava answers any time. Our team is online 9am to 5pm Eastern, and we reply to every ticket.
Attach files
In the chat, on the Support page, and in a reply, press the paperclip. Pick up to 5 files for one message.
| Allowed | Notes |
|---|---|
| Images | PNG, JPEG, GIF, and WebP. Images show as a small preview. |
| PDF files | |
| Text and log files | Plain text such as error.log or debug.txt. |
| ZIP files | For a folder of logs. |
Each file can be up to 10 MB. Avaloi checks what a file really is, not its name or the type your computer reports. A program renamed to photo.png is refused. Avaloi also cleans the file name and may change the ending to match the file, so a PNG called report.pdf is saved as report.png.
You can send a message with files and no words. Wait until each file says it is ready, then send. Press the X on a file to remove it before you send.
Files are always downloads. Your browser saves them and never opens them from Avaloi, so a file cannot run anything. Only your company and Avaloi staff can read the files on your ticket. A file in a private staff note is never shown to you.
Ava never opens attachments. She sees that you sent files and tells you a person on the team will look at them. Staff open them from the support inbox.
Reply by email
When the team replies and you are away from the chat, we email you. The email has a reply address that belongs to your ticket only. Answer the email and your words are added to the ticket, in the chat, as if you had typed them there.
- Write above the line that says Reply above this line. We read only the new words and drop the quoted history.
- Send from the address you used for the ticket. A reply from another address is not added to your ticket. For a signed-in account that is the email on your account. For a chat that started on avaloi.com it is the address you gave.
- Files in your email are added to the ticket under the same rules as above. A file that is too large or not allowed is left out, and staff see a note.
- Do not forward the email to someone else to answer. Their reply is refused.
- Automatic replies, such as an out-of-office message, are ignored, so two robots never answer each other.
If you write to our support address with no ticket, we open a new ticket for you and email the ticket number. A reply by email is read as coming from a visitor, so Ava helps with general questions and plan questions, and a person handles anything about your account. For account help, use the chat when you are signed in.
If you reply to a ticket that is closed, we open a new ticket, and staff see the old ticket number.
When a person replies
The chat header shows Team online during the team's hours, or Team back at 9am Eastern when it is outside them. The hours follow daylight saving time in New York. Outside the hours, Ava helps first, and a person replies when the team starts. Ava tells you when a person will likely reply whenever she passes your ticket to the team.
Staff
In the support inbox, staff see your files as previews and downloads, and attach files to a reply with the paperclip next to Send reply. A file attached to a private note stays private.
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