Which communication formats clients can use in the Binom chat on your website and through the public link, and what you need to turn on for each one.
Yes, a customer can send a photo in the website chat, attach a document, record a voice message, and, if WebRTC is enabled, talk to Binom by voice right in the browser. This makes it easier for the customer to explain the question: show a photo of the product, dictate the question, or simply talk.
Customer capabilities
| Capability | What the customer sees | What needs to be enabled |
|---|---|---|
| Text | Input field and send button | Nothing – always works |
| Voice message | Record button next to the input field | Nothing – available by default |
| Files and photos | "Attach file" button or drag and drop a file into the window | Nothing. Formats: PDF, DOC, DOCX, TXT, JPG/JPEG, PNG and GIF up to 30 MB |
| Voice call (WebRTC) | Separate button next to the input field | Check "Enable voice chat (WebRTC)" in Settings → "General" tab → "Behavior" block – instructions |
A file in another format or larger than 30 MB will not be attached – the customer will see a warning.
How Binom works with these formats
- Photos and screenshots help match a product or understand the problem: can an AI salesperson match products by images.
- Language. Binom starts in the main language and can continue in the customer's language: main language, automatic language detection.
- Real-time voice. While a voice call is in progress, the text field is unavailable; after the call ends, the customer can write again.
When a person responds
If a manager has taken over the conversation, Binom stops replying in that chat, and the voice call button is hidden. If the customer asks for a person when the operator is not available, they will see the message "Operator offline. Leave your name, e-mail and your question" – so the request is not lost.
All conversations, including voice messages and files, are saved in the Chats section: how to manage conversations in a single window.
How else people ask
Can I send a photo in the website chat?
Yes. The customer attaches a JPG, PNG or GIF up to 30 MB with the "Attach file" button or drags the file into the chat window.
How do I enable a voice call in the chat?
Check the WebRTC box in the settings. Details: how to set up a voice chat on the website.
What's next
Updated October 21, 2026
