Can Pippin See Images Customers Send?

Summary

Overview: Yes, on email, WhatsApp and Messenger. When a customer sends a photo or screenshot on those channels, Pippin looks at it when it writes its reply, scores the lead and drafts a quote. Other files, such as PDFs, voice notes and videos, are saved for your team to open but Pippin does not read them.

Prerequisites:

• The channel is connected: your email inbox (Gmail or Zoho Mail), WhatsApp or Messenger.

How Pippin Decides

1. When a message arrives on email, WhatsApp or Messenger, Pippify saves its attachments to the lead's conversation.
2. Pippin can read only images in these formats: JPEG, PNG, GIF and WebP.
3. When Pippin replies, it looks at the images in the customer's newest message. When it reads the conversation again later, it also looks at images from the customer's last few messages, so "Here's the photo" followed by "How much?" still works.
4. Pippin also uses images when it:
   • reads and scores the lead (a photo-only first message is not treated as empty),
   • drafts a quote (for example, a screenshot of a flight schedule).
5. Other saved files, such as PDF, Word, Excel, text, CSV, audio and video files, are for your team only. Pippin does not open them.
6. If an email has attachments but no text, the message shows a line like "[Customer sent 2 attachment(s): photo-1.jpg, photo-2.jpg]" so the conversation is never blank.

Limits

• Images are read on email, WhatsApp and Messenger only.
• Pippin can't see images sent by SMS, and web chat has no way to send files.
• Pippin looks at a limited number of images per message and across recent messages. If a customer sends many photos at once, some of them may not be considered.
• Very large files, and file types that aren't supported, are not saved.
• If a file can't be stored, your team may still get a link to it, but Pippin can't see it.

Step-by-Step Instructions

Step 1: See what the customer sent

1. Open Inbox and select the conversation.
2. Images that were saved show as thumbnails in the customer's message. Other files show their name and type, such as PDF, Audio or Video.
3. Select a file to open it.

Step 2: Check how Pippin used the image

1. Read Pippin's reply in the conversation, or the draft in the Review Queue if you use Review every reply.
2. If the reply missed something in the picture, select Pause AI and reply yourself, or edit the draft with Edit Before Sending.

Verify It Worked

Success criteria:

• The customer's photo shows as a thumbnail in the conversation.
• Pippin's reply refers to what is in the photo.

Troubleshooting

Common errors

• Pippin ignored a photo sent by SMS: images sent by SMS are not read. Fix: ask the customer to describe it, or to send it by email or WhatsApp.
• Pippin ignored a PDF or voice note: Pippin reads only JPEG, PNG, GIF and WebP images. Fix: open the file yourself and reply, or take over the conversation.
• A file shows as a link without a thumbnail: it couldn't be stored, so Pippin can't see it. Fix: open the link and reply yourself.

Limitations & considerations

• Pippin describes only what it can see. It still checks your knowledge base before stating prices or availability.

Next Steps & Related Resources

• Next steps:
  • How to Reply to a Lead From the Inbox
  • How to Take Over a Conversation From Pippin
• Related articles:
  • How Pippin Reads and Scores a Lead
  • How Pippin Drafts a Quote
  • How to Connect WhatsApp With Twilio
  • How to Let Pippin Reply to Messenger Messages
  • How to Connect Gmail
  • How to Connect Zoho Mail

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026