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How to add images to ClaudIA's contents

Last updated on Aug 02, 2026

⚠️ Available only for projects with ClaudIA active on Cloud Chat. Sending images in ClaudIA's replies depends on the Cloud Chat channel to deliver the file to the customer. If your operation uses another helpdesk (Zendesk, Freshdesk, HubSpot, Intercom, etc.), the image inserted into the content will not be sent in the conversation.

How to insert an image into a content

Open the content in ClaudIA → "Conteúdos" (Contents) → "Conteúdos customizados" (Custom contents) and edit the answer field. There are three ways to insert it:

  • "Inserir imagem" (Insert image) button, at the bottom of the editor: it opens your computer's file picker.

  • Paste with Ctrl+V (or Cmd+V on Mac): copy an image or take a screenshot and paste it straight into the editor, at the cursor position.

  • Drag and drop: drag the image file into the editor; it is inserted at the point where you dropped it.

In all three cases the upload happens right away and the image already shows up rendered in the body of the answer. You can keep writing before or after it, and reorder or remove the image using the buttons that appear when you hover over it.

Accepted formats: PNG, JPEG and WebP, up to 10 MB per file. Other formats (such as GIF) are rejected with a message in the editor itself.

"I can't see the image button"

Check:

  • Is ClaudIA paused in this project? Under "Configurações" (Settings) → "Caixas de entrada" (Inboxes) → your inbox → ClaudIA tab, the status must be "Ativo" (Active). When paused, the upload disappears on purpose. Reactivate it and reload the Contents screen.

  • Is the knowledge base linked to several projects? It is enough for one of them to have ClaudIA active on Cloud Chat.

  • Old project? If its ClaudIA was set up by Cloud Humans before this screen existed, there may be no record of the integration. Talk to Cloud Humans — it's quick on our side.

  • If none of that solves it, that project's helpdesk probably isn't Cloud Chat.

Does this also work in controlled flows or agent replies?

Yes. Any message whose output is an image in markdown format, when in a cloudchat-type channel, will be handled so the image is sent in the ideal format for each channel (whatsapp, email, instagram, etc.)

How to test before publishing

Use the Playground (button in ClaudIA's side menu) to simulate a conversation and see the answer as the customer would see it: the text appears in text bubbles and the image in an image bubble, in the same order they are in the content. It's the fastest way to check that the right image is linked to the right question before publishing.

How the customer receives it

On WhatsApp and in the chat widget, ClaudIA sends the image as a real image message — not as a link. The answer text goes along with the image, exactly as in the example below:

⚠️ With more than one image in the same answer, the arrival order is not guaranteed. Each part of the answer — text and images — is delivered to the channel as an independent message, so they may reach the customer out of the order they are in the content (including the image before the text). If the sequence matters for understanding, don't rely on it: prefer a single image per answer or make the order explicit in the text ("in the first image…", "in the second image…").

Best practices

  • One image per subject. If the content answers two different questions, prefer two separate contents, each with its own image.

  • Take care with readability on mobile. Most customers open the conversation on their phone: prefer images with large text and avoid very wide tables.

  • Keep the text self-explanatory. The answer needs to make sense even if the customer doesn't open the image — the image complements, it doesn't replace the explanation.

  • Update the image when the information changes. Prices, deadlines and conditions that appear inside the image are not updated automatically when you edit the text.