We’re excited to announce a new capability for AI Agent: it can now analyze and respond to image attachments in email. This enhancement helps create a more seamless and helpful experience for your customers, especially when images are key to understanding the issue.

What’s new

• AI Agent can interpret image attachments sent in email conversations (up to 10 images)

• The responses now reflect both the image and the text in the message

• Your existing guidance can influence how AI Agent behaves when an image is present (for example, “If the product looks damaged, escalate the ticket”)

⚠️ Please note: this feature currently only supports standard image formats (such as JPG, PNG). It does not support PDF, video, or other file types.

Use cases this unlocks

AI Agent can now handle common visual scenarios such as:

• Identifying damaged products

• Understanding screenshots of errors or order confirmations

• Responding to photos of incorrect items received

• Acknowledging visual evidence without needing to escalate to human agents

To get the most out of this update, we recommend reviewing your guidance to ensure it includes image-related scenarios where appropriate.

What this means for your team

This update can help you:

• Reduce unnecessary escalations

• Improve customer satisfaction by acknowledging and responding to image content

• Increase automation on visually obvious support cases without needing to change your workflows