If a guest replies to a chat notification email and attaches a file (e.g., a photo or PDF), the reply text comes through as normal, but the attached file does not. This is true no matter where you view the conversation, including Safari Portal, the Travel Portal app, on mobile, or on a laptop.

Step-By-Step Instructions

1. A guest receives an email notification for a chat message and replies with a file attached.
2. Safari Portal adds the guest's reply text to the chat as usual.
3. The attached file is dropped. It will not appear in the chat, in Safari Portal, the Travel Portal app, on mobile, or on a laptop.

Tips & Tricks 💥

• Guests cannot currently send files to chat through any channel today, whether they reply by email, message from the Travel Portal app, or message from a browser.
• Our team is building file upload support for guests within the Travel Portal app. Once that ships, guests will be able to attach documents there directly.
• That upcoming update will not extend to email. Files attached to an email reply will still not come through to chat.
• If a guest needs to get you a document today, ask them to email it to you directly, outside the chat thread, so you can add it to the File yourself.

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