💬 Situation
A customer reports that they cannot add an attachment to a message sent to an inmate.
🗂️ Possible Causes & Agent Responses
1️⃣ Upload Attachments Not Showing
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Each jail has a limit on the number of attachments an inmate can receive within a 30-day period.
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If the upload button is missing, it means the inmate has reached their limit.
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Customer Response:
“Attachments can only be sent within the jail’s limit. Once the inmate is eligible again, the option to add attachments will reappear.”
2️⃣ File Size Too Large
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Files must be less than 5MB.
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Accepted formats: .jpg, .jpeg, .gif.
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Customer Response:
“Please reduce the file size to under 5MB and ensure it is in .jpg, .jpeg, or .gif format.”
⚙️ Agent Notes
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Check the jail’s specific attachment policy if asked.
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Do not attempt to bypass jail limits—these are set by facility rules.
✅ Summary
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Upload button missing → inmate reached attachment limit.
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File too large → reduce size to <5MB and use accepted formats.
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Attachment availability resets based on facility rules.