Virtual Agent Document Upload: File Size Limit & Error Message Customization

[Amit Naik1]

Hi everyone,

I’m trying to upload a document in the Virtual Agent window using the out-of-the-box (OOTB) document upload feature in Enhanced Chat. I have a couple of questions:

1. The default file size limit is set to 1024 MB, but in Virtual Agent it still only allows files up to 5 MB. How can I increase this limit?

2. How can I customize or change the error messages shown in Virtual Agent when an invalid file is uploaded (for example, file too large or unsupported file type)?

"Error: Looks like that file is too big to upload. 5MB is the max.

Please upload a file that meets the files size requirements.

Error: Unsupported document type.

Please upload one of the supported doc types:

• docx
• pdf
• png
• jpeg
• jpg

[vaishali231 · Accepted solution]

Hey @Amit Naik1 

The behavior you’re seeing is expected because Virtual Agent (Enhanced Chat) uses its own attachment properties, which override the global attachment settings.

 1. File Size Limit Issue

Even though you’ve set:

• com.glide.attachment.max_size = 1024 MB

Virtual Agent is actually controlled by:

• com.glide.cs.doc_qna_va_attachment.max_size

From your screenshot, this is currently set to 5 MB, which is why the chat enforces that limit.

 Fix

Update the property:

Name: com.glide.cs.doc_qna_va_attachment.max_size

Value: 10   (or required size in MB)

Then:

• Clear cache (cache.do)
• Reload the Virtual Agent widget

 2. Supported File Types

This is controlled by:

com.glide.cs.doc_qna_va_attachment.types

Example:

docx,pdf,png,jpeg,jpg

You can modify this list as needed.

 3. Customizing Error Messages

The error messages (file too large / unsupported type) come from the Virtual Agent web client (frontend layer).

 Option A: UI Messages (Recommended)

1. Navigate to:
   sys_ui_message.list
   
2. Search for keys related to:
• attachment
• file_size
• invalid_type
3. Update message values accordingly

 Option B: Custom Web Client (Advanced)

If UI messages are not available in your version:

• The messages are handled in the VA web component
• You would need to override the web client or widget to fully customize them

 Key Takeaways

• VA has separate attachment limits from global settings
• com.glide.cs.doc_qna_va_attachment.max_size controls VA uploads
• Error messages are UI/client-side, not server-side

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[Amit Naik1]

@vaishali231 :

I would like to start a document validation for when any attachment is getting added in virtual agent or live agent. Do you know what topic or flow is used for the attachment processing in virtual chat as i need to check if i can implement REST API from topic or flow? Looking forward to hearing from you.