Why were some attachments in a customer's email not received?

Attachments in an incoming customer email cannot be received if:

• their combined size exceeds 25 MB,
• the email contains more than 20 files,
• a file type is unsupported, such as a macro-enabled Excel file or an EXE,
• your workspace storage allowance is full.

The email itself is not lost. The message is added to the conversation; only unsupported attachments are omitted. The inbox lists their filenames with a "This file could not be received" warning.

Automatic customer notification

The customer receives an email titled "Some of your attachments could not be received". It lists the affected files and includes an Add files to my request button. The button opens the request in the portal, where the customer can upload files of up to 100 MB each. Uploaded files appear as a customer reply in the conversation.

This notification requires a verified sender email domain for your brand. The customer portal must also be published for the button to appear.