Sending a Media Upload Link to Customers
What is a Media Upload Link?
A Media Upload Link is a secure, one-time URL you send to a customer. When they open it, they see a clean upload page where they can:
- Record a voice message
- Record a video (with optional background blur)
- Upload a file (image, PDF, document, or other attachment)
Once they submit, the file arrives instantly as a private note on their Freshdesk ticket — with an inline player right inside AVA.
When to use it
- The customer can’t attach files to their email replies
- You need a screen recording, error video, or audio description that’s too large for email
- The customer is on mobile and it’s easier to tap a link and record than to navigate a file picker
- You want to ask a follow-up question and get a voice response instead of a text reply
Sending a Link (Agent)
- Open a ticket and click Open Conversations in the sidebar.
- In the compose box, click the 🔗 link icon in the toolbar.
- A dialog opens — optionally type a context message to tell the customer what to send (e.g. “Please record a short video showing the error”). This message is shown on the upload page.
- Click Generate Link.
- AVA inserts a pre-written reply into the compose box:
“Please use this link to share a file with us: [link]. It expires in X hours.”
- Review the reply, adjust the wording if needed, and click Send.
The customer receives the reply in their email with the link.
The Magic Links Panel
After you generate a link, a Magic Links panel appears above the conversation timeline. It tracks every link sent on that ticket.
Each row shows:
- A short session ID tag (e.g.
#3bc4) so you can match links to responses - The context message you entered (if any)
- When the link was sent
- The current status:
| Status | Meaning |
|---|---|
| 🟡 Pending | The link is active. Shows “Expires in Xh Ym” (live countdown). |
| 🔴 Expired | The validity window has passed without a response. |
| 🟢 Received | The customer submitted a file. Shows a ”↗ Go to message” button. |
Click ”↗ Go to message” to scroll directly to the private note that contains the customer’s file.
”In reply to” button
When a customer responds via a magic link, the resulting private note shows a ”↩ In reply to” button in its top-left corner. Clicking it scrolls back to the original reply where you sent the link, briefly highlighting it in amber so you can see the full context.
The Customer Experience
When the customer opens the link:
- They see a “Secure file upload” page branded with your company name and support domain (e.g. ”🔒 Secure file request from Acme Corp · support.acme.com”).
- If you typed a context message, it appears as a callout at the top of the page.
- They choose a tab: Audio, Video, or File.
- They record or select their file and click Send.
- A ”✅ Sent!” confirmation screen appears.
The upload goes directly to Azure Blob Storage over an encrypted connection. Your Freshdesk credentials are never exposed to the customer’s browser.
What the customer can upload
| Tab | What they can do |
|---|---|
| Audio | Record a voice message in the browser |
| Video | Record a video (front/back camera on mobile; optional background blur on desktop) |
| File | Upload any supported file from their device |
Supported file types: audio (MP3, WAV, OGG, M4A, WebM), video (MP4, MOV, WebM, AVI, MKV, MPEG, WMV), images (JPEG, PNG, GIF, BMP, TIFF, WebP, SVG), PDF, Word/Excel/PowerPoint, OpenDocument formats, plain text, ZIP/RAR/7z/TAR/GZ archives.
Maximum file size: 20 MB.
What Happens After the Customer Submits
-
The file is uploaded directly to Azure Blob Storage.
-
AVA’s backend downloads the file and attaches it to a private note on the Freshdesk ticket. The note reads:
🤖 Posted by Audio Video Attachments Bot
📎 The customer shared a media file via the magic link. -
The private note appears in the AVA conversation timeline with an inline player — click play to listen or watch without opening a new tab.
-
The link is marked used and can no longer be opened.
-
The Magic Links panel row turns green and shows ”↗ Go to message”.
Link Validity
By default, links expire after 2 hours. You can change this in App Settings → Magic Link Validity:
| Option | Good for |
|---|---|
| 1 hour | Quick same-session follow-ups |
| 2 hours (default) | Standard use |
| 4 hours | Give customers more time to respond |
| 8 hours | Cross-timezone responses |
| 24 hours | Customers in very different time zones |
Links are single-use — once a customer submits a file, the link is invalidated. If the customer needs to send another file, generate a new link.
Security
| Protection | How it works |
|---|---|
| Link forgery | Each link contains a UUID (122 bits of randomness) — practically impossible to guess |
| Single use | Marked as used immediately after the first successful upload |
| Server-side expiry | Expiry is enforced on the server; the customer’s browser cannot extend it |
| No credential leakage | Your Freshdesk domain and API token are stored only in Azure — never sent to the customer’s browser |
| Scoped upload | The upload SAS token is blob-specific, write-only, and expires in 15 minutes |
| File type enforcement | MIME type is validated on the server before issuing an upload token |
Need Help?
Email us at support@taroo.in and we’ll respond within one business day.
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