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Pictures and links
Customers explain problems with screenshots, PDFs and links as often as with words. Two switches on the Draft replies card let a draft read what the customer sent, so it answers the error on the screenshot or the page they linked instead of guessing. Both are on by default.
You find them on the Customize AI page. Owners and admins can turn either one off: untick it and click Save. The change applies from the next draft.
Pictures and PDFs
Send pictures and PDFs your customers attach to the model covers pictures attached to a ticket or pasted into an email, and PDF attachments.
- A draft reads up to 4 pictures, plus 1 PDF of up to 10 pages.
- One switch covers both, because the model reads a PDF's pages as images.
- Nothing is stored. The picture or PDF is read for that draft and not kept.
- Log files and other text attachments are not affected by this switch.
Before any conversation text reaches the model, Overdesk replaces names and contact details in it. That step cannot read inside a picture or a PDF, so anything legible in a screenshot or a document reaches the model exactly as your customer sent it. If your customers routinely send documents full of personal details, weigh that before you leave this on. Text attachments such as log files go through the replacement step like any other text.
Pictures are read on your own Anthropic key, and a full-screen screenshot costs a few thousand tokens. Turn the switch off and drafts are written from the words alone.
Linked pages
Read pages your customers link to lets Overdesk open the pages a customer links to and read what is there, so a draft answers the page instead of guessing from its address.
- A draft reads up to 3 linked pages.
- Nothing is stored.
- Pages are fetched without any of your help desk credentials.
- Overdesk opens only public web addresses. It refuses any address on a private network.
Two things are worth knowing before you leave this on. Overdesk requests whatever address your customer wrote, and the website at that address chooses what to send back, so the text a draft reads was written by whoever controls that page. A person on your team reads every draft before anything reaches the customer, and that review is the check on it (on FreeScout, draft replies need an API and Webhooks module 1.0.103 or newer for that to hold: see Where drafts go). And a customer who links to a picture instead of attaching it has it read as a picture: it counts toward the picture limit, and switching pictures off switches that off too.
Turn this switch off and no address a customer sends is ever opened.
If the setting cannot be read
If Overdesk ever fails to read either switch while writing a draft, it leaves pictures and linked pages out of that draft rather than risk sending something you asked it not to.