Here is an update on the current status of attachments in Intercom.
At the moment, we continue to block attachments from being downloaded via Intercom in certain scenarios.
In email - we are not rendering the link to attached files of any type, for all email sent via Intercom. This includes links sent into Intercom customer workspaces, as well as emails sent from Intercom customer workspaces.
In the Inbox product - we are allowing all files to be uploaded, but only files with the following extensions are available for download by default:
.pdf, .png, .jpg, .gif, .txt
However - for customers impacted by this restriction, you can add custom filetypes to be supported on your Intercom Workspace. This is available to set by Intercom Teammates who have Full-Access permissions, and can be done here: https://app.intercom.io/a/apps/_/settings/attachment-settings
Whitelisted filetypes should be accessible straight away. If you have any trouble accessing files after you have whitelisted them, please get in touch with our Intercom Support team by using the Messenger while you're logged into Intercom. We have also created a new Help Center article here that explains this too - https://www.intercom.com/help/articles/3074152-unsupported-attachment-filetypes
In addition to this - we have shipped a new error page for users affected by downloads being blocked which explains that the file is blocked due to being an unsupported file type.